Director of Engineering - IT Service Management
About The Position
About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. The Director of ITSM Engineering role will provide strategic leadership for the team responsible for developing, maintaining, and evolving our internal IT Service Management (ITSM) platform. This platform is critical for internal service delivery, facilitating efficient incident resolution, service request fulfillment, and operational excellence. This role is crucial for elevating the employee service experience and driving significant efficiency gains through automation and optimization of IT workflows.
Requirements
- 10+ years of experience in software engineering, with at least 5 years in a leadership role building and managing high-performing engineering teams, preferably within an enterprise context.
- Deep experience in building, implementing, and optimizing large-scale ITSM systems and processes (incident management, problem management, change management, asset management, release management, CMDB, etc.) within a complex organization.
- Demonstrated ability to partner effectively with business leadership and product teams to translate strategic objectives into clear, deliverable roadmaps.
- Comprehensive understanding of modern software development, quality assurance, deployment, and operational methodologies (e.g., CI/CD, DevOps).
- Exceptional ability to diagnose complex technical and operational challenges and drive simple, robust, and scalable solutions.
Nice To Haves
- Deep working knowledge of ITIL framework and best practices.
- Demonstrated professional experience implementing leading IT service management platforms (ServiceNow, Atlassian, etc.)
- Experience developing on and/or administering the Salesforce platform.
Responsibilities
- Provide hands-on leadership and mentorship to a high-performing team of software engineers focused on ITSM development and architecture.
- Ensure the ITSM platform's architecture and development execution adhere to strategic roadmaps, security standards, and engineering best practices.
- Collaborate cross-functionally with business stakeholders, product management, and other engineering leaders to define service requirements and translate them into actionable development plans.
- Oversee platform stability, performance, and incident management for the core ITSM system, ensuring high availability and operational resilience.
- Champion the adoption of leading technologies and methodologies to continuously streamline IT service delivery and enhance employee self-service capabilities.
- Maximize the utilization of the Salesforce platform for internal ITSM solutions, demonstrating product capability and informing future product direction.
Benefits
- time off programs
- medical, dental, vision, mental health support
- paid parental leave
- life and disability insurance
- 401(k)
- employee stock purchasing program
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
