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.
Define key ITSM use cases for agentic (AI/ML-driven) automation, working closely with engineering teams to build and deploy solutions that transform how agents and users interact with IT services.
Develop and institutionalize the strategic framework for mapping business services and capabilities to underlying technology assets, leveraging App360 (APM), Tech Catalog, and CMDB.
Own the strategic direction and operational health of Configuration Management, ensuring the CMDB provides accurate, high-integrity data necessary for effective Incident, Change, and Resiliency programs.
Establish a framework for collecting, analyzing, and presenting core operational metrics that drive continuous improvement and provide clear, executive-level insight into the health and risk of technology services.
Ensure all Service Management practices, particularly Configuration Management, Resiliency, and Change, adhere to SOX and Security best practices and are fully auditable. Serve as the primary point of contact for collaboration with SOX auditors.
Develop and deliver clear, compelling presentations on strategy, roadmap, and operational performance to executive leadership and key customers.

Requirements

10+ years of progressive experience in IT Service Management, Infrastructure, or Technology Strategy, ideally within large, high-growth, cloud-native environments (e.g., Google, Amazon, Salesforce, ServiceNow).
Deep, expert-level understanding and practical experience with core Service Management practices, specifically Change, Incident, Problem, Configuration Management, and Resiliency.
Proven experience leading ITSM/Infrastructure transformation programs across multiple organizational units.
Demonstrated success in mapping business processes and capabilities with the technical data required in the CMDB, APM (App360), and Service/Tech Catalog.
Hands-on experience working in modern delivery practices, including DevOps, CI/CD, and Infrastructure as Code (IaC).
Deep understanding of the technical and data relationships required for complex Business Service Mapping.
Direct experience with SOX and Security compliance requirements and managing auditor relationships.
Demonstrated knowledge and hands-on experience developing use cases for agentic (AI/ML) capabilities within the ITSM landscape.

Benefits

Health insurance
401(k)
Paid parental leave
Life and disability insurance
Time off programs
Medical, dental, vision, mental health support
Employee stock purchasing program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT Service ManagementChange ManagementIncident ManagementProblem ManagementConfiguration ManagementResiliencyDevOpsCI/CDInfrastructure as CodeAI/ML

Soft Skills

leadershipstrategic thinkingcommunicationpresentation skillscollaborationanalytical skillscontinuous improvementexecutive-level insight