Director, Service Management

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Program & Project Management Job Details About Salesforce 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? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. The Digital Enterprise Technology (DET) Service Management team is undergoing a significant transformation, moving beyond traditional ITIL frameworks to adopt modern, platform-driven operating models. We are building the future of internal IT at Salesforce by becoming Customer 0 for our own cutting-edge Service Management product built natively on the Salesforce Platform, leveraging the full power of our technologies (Slack, Tableau, Agentforce, Mulesoft Data Cloud). This Director role is critical to this evolution, serving as the strategic partner and operational leader responsible for redefining our core practices and data structures to achieve world-class operational metrics, resiliency, and customer experience. The Role: Strategic Transformation Leader We are seeking an experienced, visionary leader to drive the transformation of our core IT Service Management (ITSM) ecosystem and practices. Reporting to the Senior Director of ITSM, you will be the bridge between technology strategy and operational execution, focusing on how we define, deliver, and measure our technology services. You will be responsible for reinventing how critical practices—specifically Service Catalog, Tech Catalog, Operational Metrics, Resiliency,  and Configuration Management (CMDB Asset discovery and service mapping) —integrate with our broader ITSM ecosystem (Change, Incident, Problem, Release, Asset Management, etc.) to establish a data-driven, agentic, and highly resilient service delivery organization. Key Responsibilities Strategic & Transformation Leadership Operating Model Shift: 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. Customer 0 Adoption: 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. Agentic ITSM: 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. Data & Architecture Strategy Business Service Mapping: Develop and institutionalize the strategic framework for mapping business services and capabilities to underlying technology assets, leveraging App360 (APM), Tech Catalog, and CMDB . Configuration Management (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. Operational Insight: 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. Governance & Compliance Risk & Compliance: 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 f ... (truncated, view full listing at source)