Description
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.
For roles in San Francisco and Los Angeles: 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.