Director, Service Management

Salesforce

Base: $171,200 - $273,000 annually (select cities:...
Not specified
It service management (itsm) practices
Devops and sre principles
Agentic itsm platform adoption
Salesforce is seeking a Director of Service Management to lead a transformation of their IT Service Management practices. The ideal candidate will have extensive experience in ITSM, cloud-native environments, and a strong understanding of modern operational models, particularly in AI and automation

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 a transformation of their IT Service Management practices. The ideal candidate will have extensive experience in ITSM, cloud-native environments, and a strong understanding of modern operational models, particularly in AI and automation.

Salary

Base: $171,200 - $273,000 annually (select cities: $205,800 - $298,400); Bonus/Equity: Not specified; Benefits: Included

Skills & Requirements

Must-have

  • IT Service Management (ITSM) practices
  • 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 leadership
  • Agile practices promoter
  • Thrive in ambiguous environments
  • Executive presence and communication
  • Influencing without formal authority

Key Requirements

  • 10+ years progressive experience in IT Service Management
  • Expert-level understanding of core Service Management practices
  • Proven experience leading ITSM/Infrastructure transformation
  • Demonstrated success mapping business processes to technical data
  • Hands-on experience with modern delivery practices (DevOps, CI/CD, IaC)
  • Direct experience with SOX and Security compliance

Work Rights

Not specified

Tailored Resume

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