Description
The Digital Enterprise Technology (DET) Service Management team is undergoing a significant transformation, moving beyond traditional ITIL frameworks to adopt modern, platform-driven operating models. We are building the future of internal IT at Salesforce by becoming Customer 0 for our own cutting-edge Service Management product built natively on the Salesforce Platform, leveraging the full power of our technologies (Slack, Tableau, Agentforce, Mulesoft Data Cloud).
This Director role is critical to this evolution, serving as the strategic partner and operational leader responsible for redefining our core practices and data structures to achieve world-class operational metrics, resiliency, and customer experience.
The Role: Strategic Transformation Leader
We are seeking an experienced, visionary leader to drive the transformation of our core IT Service Management (ITSM) ecosystem and practices. Reporting to the Senior Director of ITSM, you will be the bridge between technology strategy and operational execution, focusing on how we define, deliver, and measure our technology services.
You will be responsible for reinventing how critical practices—specifically Service Catalog, Tech Catalog, Operational Metrics, Resiliency, and Configuration Management (CMDB Asset discovery and service mapping) —integrate with our broader ITSM ecosystem (Change, Incident, Problem, Release, Asset Management, etc.) to establish a data-driven, agentic, and highly resilient service delivery organization.
Key Responsibilities
Strategic & Transformation Leadership
Operating Model Shift: Lead the transition from traditional, process-centric ITIL practices to an agile, modern operating model rooted in DevOps and SRE principles, focused on speed, automation, and resiliency.
Customer 0 Adoption: Partner with the Salesforce Product teams to adopt the new agentic ITSM platform, ensuring our internal practices and technology are the leading example for our customers.
Agentic ITSM: Define key ITSM use cases for agentic (AI/ML-driven) automation, working closely with engineering teams to build and deploy solutions that transform how agents and users interact with IT services.
Data & Architecture Strategy
Business Service Mapping: Develop and institutionalize the strategic framework for mapping business services and capabilities to underlying technology assets, leveraging App360 (APM), Tech Catalog, and CMDB.
Configuration Management (CMDB): Own the strategic direction and operational health of Configuration Management, ensuring the CMDB provides accurate, high-integrity data necessary for effective Incident, Change, and Resiliency programs.
Operational Insight: Establish a framework for collecting, analyzing, and presenting core operational metrics that drive continuous improvement and provide clear, executive-level insight into the health and risk of technology services.
Governance & Compliance
Risk & Compliance: Ensure all Service Management practices, particularly Configuration Management, Resiliency, and Change, adhere to SOX and Security best practices and are fully auditable. Serve as the primary point of contact for collaboration with SOX auditors.
Executive Communication: Develop and deliver clear, compelling presentations on strategy, roadmap, and operational performance to executive leadership and key customers.
Required Skills and Experience
10+ years of progressive experience in IT Service Management, Infrastructure, or Technology Strategy, ideally within large, high-growth, cloud-native environments (e.g., Google, Amazon, Salesforce, ServiceNow).
Deep, expert-level understanding and practical experience with core Service Management practices, specifically Change, Incident, Problem, Configuration Management, and Resiliency.
Proven experience leading ITSM/Infrastructure transformation programs across multiple organizational units.
Demonstrated success in mapping business processes and capabilities with the technical data required in the CMDB, APM (App360), and Service/Tech Catalog.
Hands-on experience working in modern delivery practices, including DevOps, CI/CD, and Infrastructure as Code (IaC).
Deep understanding of the technical and data relationships required for complex Business Service Mapping.
Direct experience with SOX and Security compliance requirements and managing auditor relationships.
Demonstrated knowledge and hands-on experience developing use cases for agentic (AI/ML) capabilities within the ITSM landscape.
Professional Skills
Exceptional executive presence and communication abilities to convey complex strategic and technical concepts to both executive leadership and engineering teams.
Presentation Excellence: Proven ability to create and deliver high-impact presentations for both internal executive staff and external customers.
Demonstrated success influencing without formal authority across engineering and business units.
A strong promoter of Agile practices to deliver timely solutions that bring measurable business value.
Ability to thrive in ambiguous, fast-paced environments while relentlessly pursuing operational excellence and high-quality outcomes.
For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.