Group Technology Manager - Service Intelligence and ServiceNow Platform Delivery

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Regular or Temporary:
Regular

Language Fluency: English (Required)

Work Shift:
1st shift (United States of America)

Please review the following job description:

The Group Technology Manager for Service Intelligence and ServiceNow Platform Delivery serves as the enterprise control point for service-aware decisioning, platform integrity, and scalable innovation. This strategic, hands-on leader is responsible for overseeing the end-to-end demand management process, technical architecture stewardship, and risk ownership for the ServiceNow platform. Acting as both gatekeeper and strategist, this role anchors the organization's approach to service-aware demand intake, platform governance, and enterprise enablement-ensuring that all decisions drive platform integrity, data quality, and accelerated delivery within a robust operating model.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

Primary Roles & Responsibilities

1. Serve as the technical gatekeeper and decision authority for all ServiceNow platform demand intake, ensuring requests are evaluated for service impact, risk, and alignment with enterprise priorities.

2. Steward the ServiceNow platform architecture, maintaining integrity, scalability, and alignment with organizational strategy and innovation goals.

3. Own and continuously improve the platform operating model, integrating demand management, architecture governance, and delivery acceleration.

4. Lead service-aware prioritization and decision-making, collaborating with product owners, architects, and stakeholders to ensure platform changes drive business value and technical excellence.

5. Champion service data quality, governance, and enterprise enablement, establishing standards and controls for data integrity, compliance, and cross-functional usability.

6. Facilitate cross-functional meetings to prioritize platform demands, ensuring transparency, stakeholder alignment, and rapid decision cycles.

7. Develop and maintain dashboards and reporting mechanisms that visualize key metrics on demand fulfillment, backlog management, roadmap progress, and architectural compliance.

8. Guide and support the execution of technical governance processes, ensuring all platform changes and enhancements meet ServiceNow architecture requirements and risk controls.

9. Provide technical evaluation of demands against ServiceNow platform architecture, platform capabilities, and best practices, ensuring scalable and sustainable solutions.

10. Accelerate delivery by offering guidance on prototyping, design-to-deployment cycles, and remediation of non-compliant configurations.

11. Advise on configuration and coding standards, supporting remediation of configurations not aligned to ServiceNow best practices.

12. Enable enterprise-wide adoption of the platform operating model, fostering end-user engagement and service innovation.

QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Bachelor's degree and fifteen to twenty years related experience or equivalent combination.
2. Excellent knowledge of technical management and data governance.
3. Knowledge of current trends in IT hardware and systems software field.
4. Database management skills with the ability to produce reports.
5. Familiarity with the support and troubleshooting of personal computers and tablet devices.
6. Analyze situations, evaluate alternatives, and implement robust solutions
7. Interpret guidelines and analyze information to adapt or modify processes in response to changing circumstances.
8. Duties may require non-routine analysis, research and follow-through
9. The position requires strong problem solving and analytical skills with the ability to work independently and exercise sound judgment
10. The ability to make commitments and be willing to be held accountable against them, organizing workloads to meet deadlines
11. Exhibit adaptability to accept or bring about change when needed
12. Strong written and verbal communication skills
13. The ability to excel in a team environment and advance overall team objectives
14. The ability to ensure customer satisfaction by delivering excellence in products and service
15. Ability to work and communicate with peers, vendors, internal staff, including software program leadership and others
16. Consistently demonstrate professional, positive, and approachable attitude, demeanor and discretion
17. Demonstrate sensitivity in handling confidential information
18. Formulate and clearly communicate ideas to others
19. Fluency in English
20. Financial responsibility may include working within a budget to complete projects, negotiating and contracting with vendors and assisting with budget development
21. Purchase equipment and supplies as provided for in the budget
22. Ability to manage personnel with little supervision

Preferred Qualifications:

1. Deep understanding of ServiceNow platform capabilities, architecture, and integration patterns.

2. Extensive experience managing demand and architecture for the ServiceNow platform, including Strategic Portfolio Management.

3. Proven track record of leading large-scale ServiceNow platform initiatives, including platform upgrades, module implementations, and architectural transformations.

4. Strong technical foundation in the Now Platform, with hands-on experience as a platform admin, developer, or architect.

5. Familiarity with ServiceNow configuration, customization, scripting, and best practices for platform maintenance and optimization.

6. Experience with Agile, SAFe, or DevOps methodologies in the context of ServiceNow platform delivery.

7. Awareness of ITILv3 Framework and its application to ServiceNow platform operations.

8. Large program experience leading architecture and architecture design for ServiceNow or similar enterprise platforms.

9. Demonstrated experience integrating demand management processes with platform architecture decision-making to deliver business value and technical excellence.

OTHER JOB REQUIREMENTS / WORKING CONDITIONS
Sitting

Frequently (25% - 50% of the time)

Lifting

Up to 25 lbs.
Visual / Audio / Speaking
Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.

Travel

Up to 25%

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist's generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist's defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

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