Establishes, monitors, and reports platform SLAs and KPIs, including platform availability, release quality, integration reliability, business adoption and utilization, and data-quality measures, and uses them to drive continuous improvement, reduce duplicative or shadow CRM tooling, and inform investment decisions. Oversees the design, delivery, and reliability of integrations between Salesforce and enterprise systems (including the core platform), using vendor-supplied connectors and middleware; ensures integration changes follow change management and security protocols.