Global Technology Director (Salesforce Practice)

1. Position Summary

The Global Director of Technology is a senior leadership role within our Professional Services Firm, specializing in leading technical team members onshore and offshore on Salesforce.com implementations and solutions. This role requires deep technical expertise, leadership skills, and strategic vision to oversee the successful delivery of technical projects, manage and mentor a technical team, and drive operational efficiencies. The Global Director of Technology will focus on customer success, establishing technical standards, employee development, and achieving organizational goals.

2. Key Responsibilities

1. Customer Success 

• Technical Escalations: Manage and support client escalations from a technical perspective, ensuring prompt and effective resolution.
• Sales Support: Provide input and approvals on sales estimates for CRM developer/technical roles and overall build estimates.
• Resource Allocation: Identify and approve CRM developer/technical resources for projects, matching primary skillsets and specialties to requirements.
• Collaboration with PMO: Work with the Project Management Office to ensure proper resource allocation and alignment for successful client outcomes.

2. A360 / Center of Excellence (CoE) Success

• Standards Development: Define, implement, and enforce standards for development, including build tasks, coding, testing, deployment, and end-to-end delivery.
• Tools and SOPs: Create and manage tools, templates, and Standard Operating Procedures (SOPs) for developers.
• Integration with PMO: Partner with the PMO to incorporate developer standards into the overall delivery methodology.
• Performance Metrics: Maintain and review quarterly internal scorecards, ensuring alignment with performance and utilization goals (75% utilization and 50% margin).
• Technology Advancement: Identify and align new technologies with learning paths and certifications to maintain team relevance and innovation.

3. Employee Success

• Role Definition: Define and update job descriptions and competencies for technical roles.
• Performance Management: Monitor performance, define role expectations, and manage career growth in collaboration with team leads.
• Learning and Development: Identify, define, and implement learning paths to advance technical skills and certifications, including AI and emerging technology enablement.
• Capacity Planning: Monitor pipeline forecasts to identify gaps and submit job requisitions to address capacity needs.
• Time Management: Enforce time logging standards and ensure compliance within required SLAs.
• Utilization Optimization: Actively pursue project assignments to maximize utilization while ensuring load balancing and minimizing non-billable hours.
• Performance Improvement: Create and manage Performance Improvement Plans (PIPs) as necessary in collaboration 

3. Objectives and Key Results (OKRs)

1. Customer Success

• Client Escalations:  Provide technical support in the event of client escalations related to A360 technology and solutions
• Strategic Team Allocation: Ensure appropriate team assignments to align with project requirements.
• Mentorship & Oversight: Provide guidance and oversight to technical teams to ensure high-quality deliverables.
• Customer Satisfaction: Standardize release management methodologies and implement best practices to enhance customer impact.

2. Employee Satisfaction

• Defined Competencies: Establish clear competencies, ratings and levels for technical roles.
• Learning Experiences: Create positive learning opportunities to expand capabilities.
• Coaching: Foster a culture of growth through consistent coaching and feedback.
• Career Growth Plans: Ensure that every resource has a defined career path and goals
• Compensation Management:  Alignment with HR on Salary Bands, recommended promotion increases, and market adjustments

3. Cost Management

• Reduce Non-Billable Hours: Implement strategies to minimize impacts to billable revenue 
• Reduce Throwaway Work: Improve project planning and execution to prevent rework.
• Optimize Bench Time: Enhance bench strength strategies to ensure timely resource deployment.
• Monitor and Stabilize Resource Margins:  Ensure margins by resource & teams are within the desired range consistently 

4. Enablement

• Develop & Oversee Enablement Plans:  Own overall technology team enablement.  Collaborate with L&D to identify, formalize and drive enablement plans tied to organization goals
• Focused Learning: Advance learning initiatives, including PIE, AI, and fresher enablement programs.
• Expanded Capabilities: Enable team members to excel in new and emerging technology areas.

5. Operational Efficiencies

Workforce Management (WFM): Support WFM initiatives and attend planning sessions to ensure resources are effectively utilized based on overall capacity.  Continually monitor allocations and actuals to identify individuals who are trending lower than expected in addition to those who are trending higher than capacity.

 

Required Experience

• 10+ years of experience in Technology management roles overseeing Salesforce developers and technical resources onshore and offshore.
• 5+ Years in a client facing advisory or consulting role in a professional services environment
• 5+ years expertise in Enterprise Architecture & Salesforce Development
• 5+ Years expertise in Salesforce core clouds (Sales, Service, Experience) and technical stack (Apex, LWC, integrations, Data Model) as a Technical Leader or Architect
• 4+ Salesforce certifications (e.g., Platform Developer II, Application Architect, or System Architect) highly preferred.
• Deep expertise in Salesforce.com implementation and technical delivery in a professional services firm
• Understanding of core concepts for Data Cloud, Mulesoft, Marketing Cloud and Tableau
• Extensive experience with Salesforce development lifecycle, DevOps practices, and Agile/Scrum methodologies.
• Passion for mentoring and upskilling talent; experience designing learning journeys or enablement programs is a strong plus.
• Excellent communication and collaboration skills across time zones and cultures.