PRIMARY DUTIES AND RESPONSIBILITIES:

Strategy / Planning

• Defines and executes theSalesforce Platform Operations strategy aligning to enterprise IT strategy architecture direction and business priorities.

• Partners with product owners delivery leads capacity planners and business stakeholders toforecast demand plan releases and ensure operational readiness.

• Establishes and maintains strong liaison relationships with business and IT partners to deliver effective sustainable platform solutions.

• Leadscontinuous improvementacross operational processes (incident problem change release environments DevOps monitoring and service management).

• Develops business-focused concepts and recommendations includingrisk cost-benefit roadmap impacts technical debt prioritization and defect/enhancement triage.

• Fosters an environment ofDesign Thinkingand operational excellence (automation-first mindset standardization resiliency engineering).

• Develops and maintainsplatform 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 acustomer communications strategyto promote awareness of platform events (maintenance major releases incidents and capability launches).

• Benchmarks and manages IT metrics for the Salesforce platform and operations organization.

Platform Definition / Risk Management

• Defines operational attributes and standards for the Salesforce platform includingavailability performance scalability security compliance and recoverability.

• Oversees the development and adoption ofgovernanceacross environments org strategy identity/access data retention integrations and release management.

• Prioritizes and directs continuous improvement initiatives includingtechnical 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 ofSLAs/OLAsfor 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.

Service Cost / Financial Management

• 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 performprofit & loss / chargebackanalysis 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.

Procurement Planning

• 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.

Platform Performance Reliability and Support

• 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 and ensures timelyroot cause analysisand follow-up actions.

Vendor / Partner Management

• In coordination with the Vendor Management Office (VMO) manages vendor and partner performance to ensure outcomes align to expectations.

• Provides input into contract development renewals and SOW governance.

• Reviews service provider performance; escalates issues and drives remediation plans for underperformance.

• Oversees contractor work and performance including onboarding delivery quality and compliance with operational standards.

People / Team Leadership

• Responsible for people leadership and/or matrix leadership of cross-functional team members supporting Salesforce platform operations (admins engineers release managers DevOps support leads).

• In collaboration with Centers of Competence manages goals skills development training and workforce planning.

• Participates in Agile / SAFe ways of working to reduce risk and coordinate interdependencies with other product trains.

• Coaches and mentors team members; models strong communication conflict resolution and a sense of urgency.

• May directly contribute when needed (e.g. operational playbooks acceptance criteria governance standards escalation support).

• Other duties as assigned.

Experience and Educational Requirements:

• Bachelors degree in Computer Science Information Systems Business or related field or equivalent work experience.

• Typically10 yearsin IT with progressive responsibility;5 yearsin leadership roles preferred.

• Demonstrated experience operating and scaling enterprise SaaS platforms with significant experience inSalesforce(Sales/Service/Experience Cloud Platform integrations).

• Experience with service management practices (ITIL-aligned) operational governance and cross-functional delivery.

• Budget and vendor management experience preferred (including managed services and licensing).

Minimum Skills Knowledge and Ability Requirements:

• Strong leadership and stakeholder management skills; able to influence across IT and business organizations.

• Deep understanding of platform operations disciplines (reliability incident/problem/change release readiness monitoring/observability capacity planning).

• Working knowledge of Salesforce ecosystem and operational considerations (org/environment strategy security model integrations CI/CD data governance).

• Familiarity with Agile / SAFe principles and the ability to operate effectively in a product-centric model.

• Strong analytical prioritization and decision-making skills; able to communicate status and escalate risks with sound judgment.

• Excellent written and verbal communication skills; comfortable presenting to executive audiences.

• Proven ability to drive continuous improvement automation and process standardization.

• Strong organizational skills and ability to meet commitments in a fast-moving environment.

What Cencora offers

We provide compensation benefits and resources that enable a highly inclusive culture and support our team members ability to live with purpose every addition to traditional offerings like medical dental and vision care we also provide a comprehensive suite of benefits that focus on the physical emotional financial and social aspects of wellness. This encompasses support for working families which may include backup dependent care adoption assistance infertility coverage family building support behavioral health solutions paid parental leave and paid caregiver leave. To encourage your personal growth we also offer a variety of training programs professional development resources and opportunities to participate in mentorship programs employee resource groups volunteer activities and much more. For details visit time

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race color religion sex sexual orientation gender identity genetic information national origin age disability veteran status or membership in any other class protected by federal state or local law.

The companys continued success depends on the full and effective utilization of qualified individuals. Therefore harassment is prohibited and all matters related to recruiting training compensation benefits promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment please call 888.692.2272 or email . We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

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