Salesforce.com, Inc Senior Director, Techforce in San Francisco, California

Job CategoryProducts and Technology

Job Details

This Senior Director of Business Technology, Techforce position reports to the SVP of Business Technology, Enterprise Operations. Enterprise Operations is a global service organization responsible for end user, application and infrastructure services for internal Salesforce. We empower our 45,000 global Salesforce workers across 25 countries with world class IT services to run all aspects Salesforce business across marketing, sales, customer service, finance, legal, and employee success.

This position will have service ownership for the network operations center (NOC), global helpdesk, global Techbars, enterprise mobility, hardware/software asset management, audio/video conferencing technologies, customer innovation centers and executive support services. This role will partner with global functional leaders to ensure effective operations and future scaling to enable the $30B Salesforce enterprise. The successful candidate will be strategic, proactive, results-oriented, with a track record to achieve excellent customer satisfaction through the delivery of world-class technical support services.

Responsibilities:

  • Lead and inspire a global team of 320 (and rapidly growing) employees, contractors and managed service providers

  • Lead global and regional operational teams for end user service delivery across HQ, AMER, EMEA, Japan and APAC

  • Drive customer focus to achieve 90%+ end users satisfaction with IT services and support

  • Enterprise service ownership for Network Operations Center (NOC) to enable 24x7 production incident management

  • Enterprise service ownership for core end user services including Techbar, phone/chat support, audio/video conferencing technologies, Innovation Centers and Executive Support

  • Enterprise service ownership for asset management and provisioning including mobility, hardware, peripherals, and software asset management

  • Drive strategy to execute people, process and technology changes to scale enterprise end user service and asset management to meet the demands of the $30B enterprise

  • Lead global operations team to successfully execute ‘follow the sun’ model to enable efficient and effective end user service model

  • Define, iterate and execute against standard operating procedures and managed service contracts to meet quality and performance Service Level Agreements

  • Drive strategic partnerships to enable innovative sourcing and automation solutions to meet future growth demands

  • Define organizational level agreements with key stakeholders and partners

  • Measure and track team performance to achieve planned deliverables and SLAs

  • Identify and execute against opportunities to improve team efficiency and productivity

  • Identify technology and process gaps to meet current and future demands of the business

Required Skills/Experience

  • 10+ years experience leading a technology focused organization

  • Proven track record leading global development and support organizations

  • Expert knowledge of organizational change management, leading, designing and executing strategic organizational changes.

  • Ability to articulate and present strategies, recommendations and results to executive leadership and team members across the globe

  • Experience managing 24/7 global operational teams

  • Expert knowledge of incident, problem and change management processes

  • Proven track record managing operations organization, defining and executing on multi-year improvement strategy

  • Proven ability to inspire, coach and mentor employees

  • Excellent collaboration and communication skills

  • Strong executive presence and engagement skills

  • Applies “company first” approach to teaming and problem solving

  • Ability to travel internationally with a commitment to be travel 2+ weeks each quarter away from home office

  • Remains current with the latest technology and industry best practices

  • Bachelor of Science Degree in Computer Science or other related technical field

Posting Statement

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

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.

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!