Group Technology Manager – Service Intelligence and ServiceNow Platform Delivery

Truist Bank • Raleigh, NC

4d

About The Position

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.

Requirements

• Bachelor’s degree and fifteen to twenty years related experience or equivalent combination.
• Excellent knowledge of technical management and data governance.
• Knowledge of current trends in IT hardware and systems software field.
• Database management skills with the ability to produce reports.
• Familiarity with the support and troubleshooting of personal computers and tablet devices.
• Analyze situations, evaluate alternatives, and implement robust solutions
• Interpret guidelines and analyze information to adapt or modify processes in response to changing circumstances.
• Duties may require non-routine analysis, research and follow-through
• The position requires strong problem solving and analytical skills with the ability to work independently and exercise sound judgment
• The ability to make commitments and be willing to be held accountable against them, organizing workloads to meet deadlines
• Exhibit adaptability to accept or bring about change when needed
• Strong written and verbal communication skills
• The ability to excel in a team environment and advance overall team objectives
• The ability to ensure customer satisfaction by delivering excellence in products and service
• Ability to work and communicate with peers, vendors, internal staff, including software program leadership and others
• Consistently demonstrate professional, positive, and approachable attitude, demeanor and discretion
• Demonstrate sensitivity in handling confidential information
• Formulate and clearly communicate ideas to others
• Fluency in English
• Financial responsibility may include working within a budget to complete projects, negotiating and contracting with vendors and assisting with budget development
• Purchase equipment and supplies as provided for in the budget
• Ability to manage personnel with little supervision

Nice To Haves

• Deep understanding of ServiceNow platform capabilities, architecture, and integration patterns.
• Extensive experience managing demand and architecture for the ServiceNow platform, including Strategic Portfolio Management.
• Proven track record of leading large-scale ServiceNow platform initiatives, including platform upgrades, module implementations, and architectural transformations.
• Strong technical foundation in the Now Platform, with hands-on experience as a platform admin, developer, or architect.
• Familiarity with ServiceNow configuration, customization, scripting, and best practices for platform maintenance and optimization.
• Experience with Agile, SAFe, or DevOps methodologies in the context of ServiceNow platform delivery.
• Awareness of ITILv3 Framework and its application to ServiceNow platform operations.
• Large program experience leading architecture and architecture design for ServiceNow or similar enterprise platforms.
• Demonstrated experience integrating demand management processes with platform architecture decision-making to deliver business value and technical excellence.

Responsibilities

• 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.
• Steward the ServiceNow platform architecture, maintaining integrity, scalability, and alignment with organizational strategy and innovation goals.
• Own and continuously improve the platform operating model, integrating demand management, architecture governance, and delivery acceleration.
• Lead service-aware prioritization and decision-making, collaborating with product owners, architects, and stakeholders to ensure platform changes drive business value and technical excellence.
• Champion service data quality, governance, and enterprise enablement, establishing standards and controls for data integrity, compliance, and cross-functional usability.
• Facilitate cross-functional meetings to prioritize platform demands, ensuring transparency, stakeholder alignment, and rapid decision cycles.
• Develop and maintain dashboards and reporting mechanisms that visualize key metrics on demand fulfillment, backlog management, roadmap progress, and architectural compliance.
• Guide and support the execution of technical governance processes, ensuring all platform changes and enhancements meet ServiceNow architecture requirements and risk controls.
• Provide technical evaluation of demands against ServiceNow platform architecture, platform capabilities, and best practices, ensuring scalable and sustainable solutions.
• Accelerate delivery by offering guidance on prototyping, design-to-deployment cycles, and remediation of non-compliant configurations.
• Advise on configuration and coding standards, supporting remediation of configurations not aligned to ServiceNow best practices.
• Enable enterprise-wide adoption of the platform operating model, fostering end-user engagement and service innovation.

Benefits

• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees