IT Manager – Front Office Business Applications

Every day cyberattacks threaten to disrupt hospitals, power grids, financial systems, and the infrastructure we all depend on. At Forescout, we build defenses that keep civilization running smoothly in an increasingly connected world.

For more than 25 years, Fortune 100 organizations, government agencies, and large enterprises have trusted Forescout as their foundation to manage cyber risk, ensure compliance, and mitigate threats. From power grids and healthcare systems to financial networks and transportation hubs, Forescout protects the critical infrastructure of our modern world.

We are seeking an innovative and business-focused IT Manager, Front-Office Business Applications to lead the strategy, delivery, support, and modernization of Forescout's customer-facing business applications ecosystem. This leader will be responsible for driving digital transformation initiatives across Sales, Marketing, Customer Success, Channel Operations, and Support organizations while accelerating adoption of AI-powered business capabilities and agentic workflows. 

This leadership role within the Global Business Applications organization is responsible for managing and directing the development, implementation, support, and continuous improvement of scalable front-office business applications. The role combines business strategy, enterprise architecture, application delivery, AI innovation, and people leadership. 

The successful candidate will possess deep expertise in Salesforce ecosystems, AI platforms, Agentforce, generative AI technologies, business process automation, and modern customer engagement platforms. 

The IT Manager will partner closely with business executives, IT leadership, enterprise architecture, cybersecurity, and external vendors to deliver transformative solutions that improve customer experience, operational efficiency, revenue growth, and data-driven decision making. 

• Lead the strategy, roadmap, implementation, and support of front-office business applications including:
• Salesforce Sales Cloud
• Service Cloud
• Experience Cloud
• Marketing Automation platforms
• Customer Success platforms
• Revenue and Sales Operations tools
• Partner and Channel Management solutions
• Own application lifecycle management, architecture governance, and platform optimization.
• Develop multi-year technology roadmaps aligned with business objectives and enterprise architecture standards.
• Drive application rationalization, modernization, and cost optimization initiatives.

• Define and execute Forescout's Front-Office AI strategy.
• Lead deployment and adoption of AI-powered solutions across Sales, Marketing, Customer Success, Support, and Operations.
• Design and implement AI-driven business processes utilizing:
• Salesforce Agentforce
• Einstein AI
• Microsoft Copilot
• Generative AI platforms
• Intelligent automation technologies
• Identify opportunities to improve productivity through AI agents, digital assistants, workflow automation, and predictive analytics.
• Establish governance, security, compliance, and responsible AI frameworks.
• Evaluate emerging AI technologies and recommend innovative solutions that deliver measurable business value.

• Serve as the internal subject matter expert for Salesforce Agentforce.
• Design, implement, and manage intelligent agents supporting:
• Customer self-service
• Case resolution
• Lead qualification
• Opportunity management
• Knowledge management
• Partner enablement
• Sales productivity
• Partner with business stakeholders to identify and prioritize Agentforce use cases.
• Define KPIs and ROI measurements for agentic AI solutions.
• Collaborate with Salesforce and strategic partners on AI innovation initiatives.

• Partner with Sales, Marketing, Customer Success, Support, Finance, and Executive Leadership teams.
• Translate business requirements into scalable technology solutions.
• Influence digital transformation initiatives and business process redesign efforts.
• Drive stakeholder engagement and change management activities.

• Build, develop, and mentor a high-performing global team of:
• Salesforce Administrators
• Business Analysts
• Developers
• Architects
• System Analysts
• Managed Service Providers
• Foster a culture of innovation, accountability, continuous improvement, and customer focus.
• Establish metrics and performance standards for application delivery and support.

• Manage operating and project budgets.
• Lead strategic vendor evaluations, contract negotiations, and performance reviews.
• Ensure delivery excellence across implementation partners and managed service providers.
• Develop business cases and ROI models for strategic investments.

• Establish application governance, SDLC, release management, and change management processes.
• Ensure compliance with security, privacy, and regulatory requirements.
• Drive service excellence through SLA and KPI management.
• Support business continuity and disaster recovery planning.

• Bachelor’s degree in computer science, Information Systems, Engineering, or related field.
• 15+ years of experience leading enterprise business applications teams.
• 5+ years managing Salesforce platforms and customer-facing business systems.
• 5+ years leading global teams and complex enterprise programs.
• Proven experience delivering large-scale digital transformation initiatives.
• Strong knowledge of CRM, Customer Success, Marketing Automation, and Revenue Operations processes.
• Experience managing enterprise SaaS platforms and integrations.
• Gifted at working with all levels of business: C-level executives, Senior Business Leaders, Third-party solution partners, and FTC / FTE project resources alike.
• Deep understanding of business processes like Lead to Order, Customer Service Process, Procure to Pay process, Record to Report, Hire to Retire etc.
• Compelling experience managing complex enterprise initiatives with strong business process familiarity in Sales, Marketing, professional services, deal desk
• Strong financial management and vendor management experience.

• Salesforce certifications (Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Application Architect, or System Architect).
• Salesforce Agentforce certifications or hands-on implementation experience.
• AI-related certifications from Salesforce, Microsoft, OpenAI, AWS, Google Cloud, or equivalent.
• Experience with enterprise data platforms, analytics, and AI governance frameworks.
• Understanding of cybersecurity and SaaS business models.

Notice Regarding the Use of Artificial Intelligence in Recruitment 

As part of our recruitment process, we may use artificial intelligence ("AI") or automated decision-support tools to assist with reviewing applications, assessing job-related qualifications, matching candidates to role requirements, scheduling interviews, and supporting candidate evaluation. These tools are designed to assist our recruiters and hiring managers and are not the sole basis for hiring decisions. Qualified personnel review relevant candidate information and exercise human judgment throughout the recruitment process. 

We are committed to the responsible use of AI and seek to deploy and use AI-enabled recruiting tools in accordance with applicable laws, regulations, and our internal governance standards.

NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Forescout does not accept unsolicited resumes from employment agencies. 

• Practical experience implementing Generative AI and agentic AI solutions.
• Experience with Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), prompt engineering, AI orchestration, and conversational AI.
• Understanding of AI governance, model evaluation, security, compliance, and responsible AI practices.
• Experience measuring AI adoption, business value, and operational impact.

• Hands-on experience designing, deploying, and managing Salesforce Agentforce solutions.
• Experience building autonomous and assisted agents supporting sales, customer service, and business operations use cases.
• Knowledge of Agentforce architecture, topics, actions, skills, guardrails, testing, monitoring, and analytics.
• Experience integrating Agentforce with Salesforce Data Cloud, Service Cloud, Sales Cloud, Knowledge, and external systems.
• Ability to define and execute an enterprise AI roadmap leveraging Agentforce and related AI technologies.

In the first 12 months, this leader will:

• Deliver measurable improvements in user productivity through AI adoption.
• Expand Agentforce capabilities across key front-office functions.
• Improve application reliability, scalability, and user satisfaction.
• Drive application consolidation and cost optimization initiatives.
• Establish a comprehensive AI governance framework.
• Create a scalable front-office technology roadmap aligned with Forescout's growth strategy.

• One Team– We all work together, and we all win together.
• Cyber Obsessed– We are curious about technology, and we are innovative and passionate about solving big programs.
• Customer Driven– We listen, we learn, and we make it right.
• Relentless– We're smart, determined, and find a way.  We figure stuff out.
• Collaborative, without Ego– No one succeeds alone.  We strive to be the humble person that people want to work with.

Thank you for taking the time to learn more about us.  If this opportunity intrigues you, we encourage you to apply!