Job Details

We are currently looking for a high-energy, self-managed technical program manager with detailed knowledge of the IT Service Management best practices found in ITIL, experience with Problem Management and Root Cause Analysis (RCA) best practices, and a passion for process operations excellence, data directed investigation, and continual improvement for our BT operational processes and associated initiatives.

The ideal candidate has a meticulous mindset with the ability to act as an established adviser and partner with multiple domain service managers, while working cross functionally with technology owners and business partners alike. The candidate must be tireless in their focus on the delivery of IT process quality and continual improvement, partnering across process disciplines to cover needs and to step in and get their hands dirty as the opportunity often arises. This role combines the creative process of managing operational process execution, enabling partners with quality data and best practices, and defining quality process improvements to fill needs and opportunities.



Organization Overview:
Business Technology blazes the trail of enterprise IT. Built on the foundation of our core values - Trust, Customer Success, Equality, and Innovation - we own more than the traditional IT components with a heavy focus on working closely with our business partners for amazing outcomes. Our goal is to deliver technology that is centered around our business and our collective success. We oversee technology strategy, Salesforce on Salesforce, customer and partner enablement, applications engineering, infrastructure, collaboration, enterprise operations, architecture, and program enablement. We own the world’s foremost Salesforce implementation and enable our global Ohana to do their best work by leveraging our platform.

About the Role
Salesforce is seeking an experienced IT Technical Program Manager to manage operations enabling transformational IT Service Management (ITSM) programs, with a primary focus on ITIL based Problem Management and best practice Root Cause Analysis (RCA) capabilities. This seasoned IT professional will manage the execution of key IT operational processes, as well as contributing to the delivery of enterprise-wide IT operations technical solutions. In this role, you will work closely with cross functional IT Process Operations, Application Development, Platform Ops, Infrastructure, Vendors, Security, Support and other internal groups to manage project(s) from initiation through execution or delivery. This seasoned IT professional will have significant experience with IT Service Management operations, data and reporting, and broad technical background including IT Infrastructure, Applications, and Software Development. 

Your Impact

• Guide cross functional ITSM process operations (based on ITIL), focused primarily on Problem Management and associated RCA capabilities, ensuring end to end quality and ongoing continual improvement
• Leverage operational reporting capabilities to advance process operations with ongoing expansion and associated continual improvement
• Guide the successful implementation and continual improvement of transformative IT operations processes, leveraging industry best practices (ITIL, Agile, Lean, DevOps)
• Charter IT transformation initiatives by facilitating the definition of program goals, success criteria, scope, and governance
• Define effective program management processes, structure, roles and responsibilities to the successful execution and delivery of business needs
• Partner with cross functional stakeholders in scope alignment and definition sessions, identify program critical success factors, and drive mitigation of significant issues and risks
• Effectively remove blockers and mitigate project risks maximizing team productivity and ensuring delivery
• Coach others in industry best practices and our implementation
   

Minimum Qualifications

• 1-3 years IT Service Management and ITIL related process ownership (Problem Management, Root Cause Analysis, Incident Management, Change Management, Disaster Recovery), as well as experience with other enabling industry best practices (DevOps, Agile, Lean)
• 3-5 years of program and/or project management or related operational experience in an enterprise IT application development / IT infrastructure environment
• Successfully led enterprise-level cross-functional best practice based process programs (Problem/RCA, Change, Release, Incident, Disaster Recovery)
• Strong process focus and overall business acumen and familiarity with broad range of business processes beyond those impacted project
• Demonstrated experience in all aspects of Project Management methodology
• Familiarity with Software development, Application, and IT Infrastructure practices
• Ability to drive work independently, identifying solutions, moving them to implementation, and developing long-range strategies
• Develops, maintains, and strengthens partnerships with others inside and outside the project team who direct strategy and provide requirements
• Works to improve and reinforce performance in others; facilitates their skill development by providing clear, specific performance feedback and making or eliciting suggestions for solutions/performance improvement
• Contribute to the team's initiatives to meet defined goals.
• Seek opportunities to be mentored and to mentor others.
• Be flexible to learn new technologies and tools.

Preferred Qualification

• ITIL certification
• Prior Program Management experience
• Project Management Professional (PMP) certification
• Any bachelor's degree in IT/Engineering (B.Tech/B.E/MCA/M.Sc(CS/IT)) or similar field as standard requirement