Director, Service Management

Salesforce Sites

Base: $171,200 - $273,000 annually; base: $205,800...
Not specified
Itsm transformation programs
Devops and sre principles
Agentic itsm platform adoption
Salesforce is seeking a Director of Service Management to lead the transformation of its IT Service Management practices, moving towards modern, agile methodologies. The ideal candidate will have extensive experience in ITSM, a strong understanding of cloud-native environments, and the ability to drive strategic initiatives within the organization

Job Summary

  • 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.
  • 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.
  • Develop and deliver clear, compelling presentations on strategy, roadmap, and operational performance to executive leadership and key customers.

Matching Summary

Match Score: 85

Salesforce is seeking a Director of Service Management to lead the transformation of its IT Service Management practices, moving towards modern, agile methodologies. The ideal candidate will have extensive experience in ITSM, a strong understanding of cloud-native environments, and the ability to drive strategic initiatives within the organization.

Salary

Base: $171,200 - $273,000 annually; Base: $205,800 - $298,400 annually (select cities); Bonus/Equity: company bonus, incentive for sales roles, equity; Benefits: medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), employee stock purchasing program

Skills & Requirements

Must-have

  • ITSM transformation programs
  • DevOps and SRE principles
  • agentic ITSM platform adoption
  • Configuration Management (CMDB)
  • Business Service Mapping
  • operational metrics framework
  • SOX and Security compliance

Nice-to-have

  • visionary leader
  • customer success
  • driving innovation
  • ambition meets action
  • relentlessly pursuing operational excellence

Key Requirements

  • 10+ years of experience in IT Service Management
  • Expert-level understanding of core Service Management practices
  • Proven experience leading ITSM/Infrastructure transformation
  • Demonstrated success in mapping business processes to CMDB
  • Hands-on experience with modern delivery practices
  • Direct experience with SOX and Security compliance
  • Knowledge of agentic (AI/ML) capabilities in ITSM

Work Rights

Not specified

Tailored Resume

Cover Letter