Job Description

The Global Director of Technology is a senior leadership role within our Professional Services Firm, specializing in 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.

• 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.

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.

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.

Objectives and Key Results (OKRs)
1. Customer Success

• 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 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.

3. Cost Management

• Reduce Non-Billable Hours : Implement strategies to minimize unallocated time.
• Reduce Throwaway Work : Improve project planning and execution to prevent rework.
• Optimize Bench Time : Enhance bench strength strategies to ensure timely resource deployment.

4. Enablement

• 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

• Org360 Enhancements : Drive improvements in organizational systems and tools to support efficient operations.
• System Ownership : Oversee IT and system ownership responsibilities.
• Workforce Management (WFM) : Support WFM initiatives for better capacity planning and resource utilization.

Key Metrics 

• Ensure 95% of projects have resources assigned within 5 business days of project initiation.
• Maintain a 90% match rate between assigned team members’ skills and project requirements.

2. Mentorship & Oversight

• Conduct bi-weekly check-ins with all active project technical leads.
• Ensure 90% of team members receive at least one mentoring session per quarter.
• Maintain a 95% on-time delivery rate for technical milestones.

3. Customer Satisfaction

• Achieve a 90% or higher satisfaction rating on post-project client surveys.
• Implement standardized release management processes for 100% of technical projects within six months.
• Reduce client-reported technical issues by 20% over the next year.

Employee Satisfaction
1. Defined Competencies

• Define and document competencies for 100% of technical roles within the first three months.
• Conduct quarterly skill assessments for all team members with 95% completion rates

2. Learning Experiences

• Increase team participation in training programs to 90% per quarter.
• Ensure each team member completes at least 2 certifications or training modules annually.

3. Coaching

• Provide individualized coaching sessions for 100% of team members at least twice annually.
• Maintain a 90% positive feedback rate from team members on coaching effectiveness.

Cost Management
1. Reduce Non-Billable Hours

• Decrease non-billable hours to under 10% of total logged hours within six months.
• Achieve 95% compliance with time logging standards.

2. Reduce Throwaway Work

• Reduce project rework by 25% through enhanced planning and technical oversight.
• Ensure 100% of projects use standardized build templates and methodologies.

3. Optimize Bench Time

• Maintain a bench rate of less than 5% over a rolling 3-month average.
• Reduce average bench time per consultant to less than 2 weeks per year.

Enablement
1. Focused Learning

• Launch specialized learning paths for PIE, AI, and fresher programs, targeting 80% completion within 6 months.
• Conduct quarterly enablement workshops, with 90% team attendance.

2. Expanded Capabilities

• Cross-train 50% of consultants to handle at least two project roles by year-end.
• Increase team certifications in emerging technologies (e.g., AI, ML) by 30% year-over-year.

Operational Efficiencies
1. Org360 Enhancements

• Reduce system inefficiencies by 20% within one year through enhanced organizational tools.
• Implement at least 3 system improvements within 6 months to streamline operations.

2. System Ownership

• Achieve 100% compliance with system ownership documentation and access controls.
• Resolve 90% of system-related issues within a 48-hour SLA.

3. Workforce Management (WFM)

• Maintain forecast accuracy for resource capacity at 95% or above.
• Reduce resource allocation delays to under 3 business days for 90% of project requests.

What You Bring

• 10+ years of experience in Salesforce.com implementation and technical delivery in a professional services firm
• 5+ years in a leadership or people management role, preferably overseeing offshore teams.
• Strong expertise in Salesforce core clouds (Sales, Service, Experience) and technical stack (Apex, LWC, integrations, Data Model).
• Deep understanding of 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.
• ​​​​​​​ Salesforce certifications (e.g., Platform Developer II, Application Architect, or System Architect) highly preferred.

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