Dir – IT Platform Operations; Salesforce

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• Defines and executes the Salesforce Platform Operations strategy, aligning to enterprise IT strategy, architecture direction, and business priorities.
• Partners with product owners, delivery leads, capacity planners, and business stakeholders to forecast demand, plan releases, and ensure operational readiness.
• Establishes and maintains strong liaison relationships with business and IT partners to deliver effective, sustainable platform solutions.
• Leads continuous improvement across operational processes (incident, problem, change, release, environments, Dev Ops, monitoring, and service management).
• Develops business-focused concepts and recommendations, including risk, cost-benefit, roadmap impacts, technical debt prioritization, and defect/enhancement triage.
• Fosters an environment of Design Thinking and operational excellence (automation-first mindset, standardization, resiliency engineering).
• Develops and maintains platform roadmaps (operational maturity, tooling, monitoring, secure configuration, performance optimization) and plans for end-of-life/retirement of assets and capabilities.
• Interfaces with customers/stakeholders regarding service offerings, operating model, value proposition, and onboarding processes.
• In conjunction with product owners and communications partners, develops a customer communications strategy to promote awareness of platform events (maintenance, major releases, incidents, and capability launches).
• Benchmarks and manages IT metrics for the Salesforce platform and operations organization.

• Defines operational attributes and standards for the Salesforce platform including availability, performance, scalability, security, compliance, and recoverability.
• Oversees the development and adoption of governance across environments, org strategy, identity/access, data retention, integrations, and release management.
• Prioritizes and directs continuous improvement initiatives including technical debt reduction, hardening, reliability enhancements, and defect resolution.
• Oversees the development of operational metrics aligned to business outcomes and KPIs (e.g., uptime, incident trends, change success rate, lead time, user experience measures).
• Oversees development and negotiation of SLAs/OLAs for Salesforce services and dependent service teams.
• Assesses and communicates risk across the platform lifecycle; recommends and directs mitigation plans (security vulnerabilities, performance constraints, release risks, vendor risks, resiliency gaps).
• Defines and directs interactions with governance, audit, compliance, security, and quality teams.
• Removes technical and functional roadblocks across teams, coordinating with architecture, engineering, shared services, and other platform/product teams to resolve dependencies.

• In partnership with financial analysts, manages the cost to run the Salesforce platform including licenses, managed services, tools, environments, and platform-related services.
• Identifies cost optimization opportunities and drives efficient consumption (license governance, environment strategy, automation, tooling rationalization).
• May perform profit & loss / chargeback analysis where applicable.
• Negotiates cost allocation for shared services and enterprise capabilities tied to Salesforce operations.
• Ensures cost effectiveness while maintaining appropriate service levels and risk posture.

• Identifies/approves procurement needs for new operational capabilities (monitoring, automation, security tools, sandbox strategy, CI/CD, backup/restore).
• Identifies assets/tools/services that are obsolete and drives retirement planning.
• Documents improvement plans based on current deployment, performance, and operational maturity gaps.

• Establishes and drives platform operational excellence across:
  • Incident, Problem, and Change Management
  • Release/Deployment operational readiness
  • Environment management and capacity planning
  • Monitoring/alerting and observability
  • Business continuity, backup/restore, and disaster recovery (as applicable)
• Leads internal continuous improvement review meetings focused on reliability and customer experience.
• Ensures performance meets KPI, SLA, and OLA requirements; develops and maintains dashboards/scorecards to measure outcomes and identify chronic problems.
• Regularly reviews platform value realization against business and IT strategy.
• Serves as a primary escalation point for high severity issues; coordinates recovery and resolution…