Director of Engineering IT Service Management
NEW YORK, NYJobSeen 2w agoSeen in employer's feed 4 days ago
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Job overview
The Director of ITSM Engineering provides strategic leadership for the team developing and evolving Salesforce’s internal IT Service Management platform. The role oversees platform architecture, stability, performance, and incident management while partnering with business stakeholders, product management, and engineering leaders. It also focuses on improving employee service through automation and workflow optimization, and maximizing use of the Salesforce platform for internal ITSM solutions.
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Full job description
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 CategorySoftware Engineering Job Details About SalesforceSalesforce 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 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. * 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. Unleash Your PotentialWhen you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to fin
How this job compares
Set against the 2,211 open Engineering Leadership jobs on Olive Jobs, counted November 10, 2026.
- Pay
- This postingNot listed
- New York median$194–288K/yr110 salary ranges
- Openings
- Olive Jobs lists 146 open Engineering Leadership jobs in New York and 2,211 across the US. 6% of them nationwide are listed as remote or flexible.
- Hiring the most in New York
- Oracle8 open
- Capital One4 open
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- Experience
- This posting asks for at least 10 years of experience; Engineering Leadership postings that state a minimum ask for 10 years at the median (1,717 postings).
- Education
- 695 of the 2,211 open Engineering Leadership jobs (31%) ask for a bachelor's degree or higher.
Counted across the open, public US postings on Olive Jobs on November 10, 2026. Pay medians are the middle values of the low ends and of the high ends of postings that list both ends of a range in the same cadence (a yearly salary or an hourly rate); a range's midpoint is halfway between its ends. Pay and experience figures resting on fewer than 20 postings are left out.
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