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Director IT
Salesforce
San Francisco, CA, United States
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Director IT, Techforce
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!
Description:
This Director of IT, Techforce position will be the based in San Francisco reporting to the VP of Enterprise Service and Support (ESAS) organization. ESAS is a global service organization responsible for end user services and application support for internal Salesforce. We empower our 35,000 global Salesforce workers across 25 countries with world class hardware, mobility services, software and applications to run all aspects of the Salesforce business across marketing, sales, customer service, finance, legal, and employee success. This position will be responsible for End User Service (Techforce) delivery for our HQ, AMER West and APAC Salesforce offices. The scope includes service ownership for enterprise mobility, audio/video conferencing technologies, hardware & mobile provisioning, Executive Briefing Centers and Executive Support services. This role will partner with global functional leaders to ensure effective operations and future scaling to enable the $20B Salesforce enterprise. The successful candidate will be strategic, proactive, results-oriented, with a track record to define and provide a excellent customer satisfaction through the delivery of world-class technical support services.
Responsibilities:
• Manage a global team of 130+ employees, contractors and managed service providers
• Manage regional operations managers for end user service delivery across HQ, AMER West, Japan and APAC
• Enterprise service ownership for core end user services including mobility, audio/video conferencing technologies, hardware/mobile provisioning, Executive Briefing Centers and Executive Support
• Drive strategy to execute people, process and technology changes to scale enterprise end user service as Salesforce grows from a $10 to $20M enterprise
• Define, iterate and execute against standard operating procedures and managed service contracts to meet quality and performance Service Level Agreements
• Drive customer focus to achieve 90%+ end users satisfaction with IT services and support
• Define organizational level agreements with key stakeholders and partners
• Manage onshore/offshore engagement model
• 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 geographically dispersed 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
• Track record of coaching and mentoring 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 1-2 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