The Business Technology Director of Systems Specialists will lead a senior team of system administrators and platform specialists to manage the core systems platform to power the business operations of Salesforce.com. Reporting to the Senior Director of System Specialist, this individual will be responsible for partnership with business and IT stakeholders for development and production operations of enterprise technology solutions. The ideal candidate possesses a unique blend of business and technology acumen, big picture vision, and the drive to make that vision a reality. S/he is a strong and innovative leader, with deep understanding of cloud technologies, enterprise integration platforms, release management, and proven ability to lead a distributed services organization to support complex global business processes. The leader has built efficient business processes to improve end-user productivity and maintain appropriate controls to comply with Sarbanes-Oxley. The candidate must have multiple years of experience leading teams in a fast-paced, global technology company with exceptional growth. The selected candidate must possess development and support expertise and strong client relationship management, promote a collaborative team culture, and ignite passion within the team for flawless execution.
Key leadership member of the Enterprise Operations organization to provide device, access and applications services for the 35,000+ internal Salesforce workforce
Help set vision & goals for the System Specialist team based on Leadership strategic priorities and operational imperatives
Enterprise support leader for key lines of business like Sales and Services.
Lead a team of managers and senior Salesforce system specialists responsible for application support delivery, and set a high standard for service excellence and innovation
Partner and negotiate with various levels of stakeholders in business, IT, service providers/vendors and salesforce.com management, through effective written and verbal communication and documentation of Document all operational processes and procedures to optimize support and management of deployed applications and systems.
Lead a team of specialists to drive innovation, resolve technical challenges and provide career development coaching for team members.
Daily management of objectives, priorities, tradeoffs, risk and performance management of all reporting staff members according to corporate policies and best practices.
Demonstrate practice of advanced technical knowledge, quality concepts and continuously expand in on and related disciplines and functional area while Identifying technology and process gaps, conduct sophisticated and creative gap analysis, and translate those results to easily digestible messages.
Help run processes to scale and to stabilize core enterprise applications and Implementing tools and processes for change, configuration and release management
Collaborate with business and technology partners to execute on strategic projects to enable Salesforce’s aggressive growth trajectory
Accountable for driving end-to-end engagement from system specialist group for effective steady state production support
Implement ITIL processes (incident management, problem management, knowledge management, change management, asset management) for multiple lines of business
Own documentation of new business processes, creation of new technical support documentation, and identification of technology and process gaps
Own analysis, summary and presentation of operational strategies to broader organization, up to C-level executives
Propagate technology and business domain knowledge to global support team in a fast paced, dynamic environment.
Partner with R&D and Biz Tech development teams to drive the automation of manual/repetitive administrative tasks to improve team efficiency and effectiveness.
Partner with Enterprise Security to define & enforce policies to meet the current and emerging enterprise org security requirements.
Maintain and demonstrate 100% compliance with all security policies and Sarbanes-Oxley user and change management controls
10+ years of experience leading cross-functional technology teams to deliver or support scalable, high performance enterprise solutions
7+ years managing, mentoring, motivating and growing a mature and goal-driven technology team
3+ years experience working with an internal cloud-based IT organization, with strong preference for those who have led in an agile/scrum environment
Strong background in organizational development and change management
Demonstrated technical aptitude and experience supporting cloud, web and infrastructure solutions
Deep experience in vendor management negotiations, with 3rd party SaaS and on-premise providers
Ability to engage with emotional intelligence as required to avoid conflicts with customers based on personality differences and to make suggestions in a manner that is more likely to result in a desired outcome
Excellent verbal and written communication skills to interact effectively across all levels from individual contributors to C-level executives
Superior knowledge of incident, problem, change management processes and tools
Original thinker, with a continuous quest for process and technology innovation
Proven ability to manage escalation and communications with Company-wide impact
High-energy professional who thrives working in a fast-paced environment
Strong team player with a customer-first focus and attitude
Fluent in the appropriate tools and techniques for analyzing, reporting, forecasting and developing ‘what if’ scenario of business operations.
Bachelor’s degree in a relevant business or technical discipline
Think Strategically: Knows what it takes to gain the competitive advantage. Has the ability to see the forest through the trees in a dynamic environment. Can develop relevant, sustainable solutions. Aligns the right resources to the task at hand; foresees and plans around obstacles.
Innovate for Growth: Always thinking about how to make improvements; not afraid to implement changes that map to business strategy. Stay abreast of cutting edge technology trends.
Focus on Customer Success: Builds and maintains relationships with customers; shapes solutions that have significant positive impact on their business.
Builds Trust and Credibility: Makes decisions based on organization’s values. Actions are consistent with company’s core values.
Lead & Adapt to Change: Thrives in a changing, dynamic environment and can drive operational efficiencies that map to changing needs.