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
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 institutionalize the strategic framework for mapping business services and capabilities to underlying technology assets, leveraging App360 (APM), Tech Catalog, and CMDB.
Matching 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.
Salary
Base: $171,200 - $273,000 annually; Base: $205,800 - $298,400 annually in select cities; Bonus/Equity: company bonus, incentive for sales roles, equity; Benefits: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), employee stock purchasing program
Skills & Requirements
Must-have
IT Service Management transformation
DevOps and SRE principles
agentic ITSM platform adoption
Business Service Mapping
Configuration Management (CMDB)
SOX and Security compliance
Nice-to-have
AI/ML-driven automation
executive presence and communication
influencing without formal authority
thrive in ambiguous environments
Key Requirements
10+ years progressive experience in IT Service Management
Expert-level understanding of core Service Management practices
Proven experience leading ITSM transformation programs
Demonstrated success mapping business processes to technical data
Hands-on experience with modern delivery practices
Direct experience with SOX and Security compliance