Director Of Engineering - IT Service Management

Director Of It Service Management Engineering

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? 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.

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.

Required qualifications:

• 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.

Preferred qualifications:

• 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.

Unleash your potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what's possible — for yourself, for AI, and the world.

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Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.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.At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $216,300 - $313,700 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $237,700 - $344,700 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.