Technical Principal - Technology Operations

GM Financial•Arlington, TX

8d•Hybrid

About The Position

The Technical Principal is a strategic technology leader and trusted advisor for Technology Operations. The role partners with Technology Operations and business leaders to define and advance enterprise service management capabilities, operating models, governance practices, and long-term roadmaps. It translates business strategy into actionable plans that improve service delivery, operational excellence, resiliency, and customer experience, with a focus on IT service management (ITSM), ServiceNow, Network Operations Center (NOC) capabilities, disaster recovery and resilience, IT asset management, and vulnerability management. As a senior individual contributor, the role drives alignment, influences decision-making, and leads cross-functional initiatives through expertise, collaboration, and strategic leadership rather than direct authority. The position is based in a flexible hybrid work environment at the Arlington (AOC1), Texas office, with three days onsite and two days remote. GM Financial states that it cannot provide visa sponsorship for this position.

Requirements

Deep expertise in IT service management (ITSM), ITIL practices, service design, governance, operational excellence, and continuous improvement.
Strong understanding of Technology Operations functions, including ServiceNow, Network Operations Centers (NOC), resiliency, IT asset management, cybersecurity, and vulnerability management.
Ability to connect business strategy, technology, process, data, risk, and operational outcomes to drive measurable business value.
Experience designing target operating models, governance frameworks, performance metrics, and transformation roadmaps.
Strong knowledge of cloud, Agile, DevOps, product, and platform operating models.
Ability to assess organizational capabilities, identify improvement opportunities, and develop strategic recommendations.
Skill in analyzing complex data, defining metrics, and measuring operational performance and maturity.
Strong leadership, facilitation, negotiation, and influencing skills, including the ability to drive alignment without direct authority.
Excellent relationship-building skills and ability to collaborate across business and technology teams.
Strategic thinking, sound judgment, innovation, and ability to navigate ambiguity in complex environments.
Ability to mentor others and foster collaboration, accountability, and continuous improvement.
More than 10 years of experience in a related function.
Three to five years leading through mentorship in a related field.
Three to five years leading projects and initiatives through influence.
High school diploma or equivalent required. An associate degree, or a high school equivalent plus two additional years of related experience, is also specified.

Nice To Haves

Experience leading enterprise ITSM, service design, operational excellence, or continuous improvement initiatives.
Experience developing and enhancing ITSM processes, governance models, service ownership frameworks, and strategic roadmaps.
Experience applying ITIL best practices in cloud, Agile, DevOps, product, or platform-based environments.
Experience with ServiceNow or a comparable enterprise service management platform.
Broad Technology Operations experience, including ITSM and at least two areas such as cybersecurity, resilience, infrastructure operations, asset management, or vulnerability management.
Experience in financial services or other regulated industries.
Experience with AI-assisted software development or automation.
Knowledge of prompting techniques to improve output quality.
Awareness of emerging generative AI capabilities and limitations.

Responsibilities

Serve as a trusted advisor to Technology Operations and business leaders, providing strategic guidance, technical expertise, and recommendations that drive business value.
Partner with leadership to define Technology Operations strategy, target operating models, capability priorities, and multi-year roadmaps.
Translate strategic objectives into actionable initiatives, measurable outcomes, and business-driven solutions that balance risk, cost, and value.
Define and continuously improve enterprise IT service management practices, governance frameworks, standards, and operating models.
Provide expertise on ITIL best practices and their application across cloud, Agile, DevOps, cybersecurity, and modern technology environments.
Guide the design, implementation, and continuous improvement of incident, change, request, knowledge, configuration, and service level management processes.
Establish governance, performance metrics, and continuous improvement frameworks to measure operational effectiveness, service quality, and business outcomes.
Analyze operational data, stakeholder feedback, audit results, and service performance trends to identify risks, opportunities, and improvement priorities.
Drive the evolution of Technology Operations capabilities, including ServiceNow, NOC functions, automation, and operational maturity.
Partner with technology, architecture, engineering, cybersecurity, risk, and business teams to ensure services are secure, resilient, supportable, and aligned with business needs.
Support disaster recovery, resilience, IT asset management, and vulnerability management strategies, roadmaps, and governance practices.
Develop and maintain integrated Technology Operations roadmaps that align investments, dependencies, risks, and expected business outcomes.
Prepare executive-level analyses, recommendations, presentations, and communications to support strategic decision-making and planning.
Lead cross-functional workshops, service reviews, roadmap discussions, and planning sessions to build alignment and remove barriers to execution.
Foster collaboration, accountability, continuous improvement, and operational excellence through mentorship, influence, and thought leadership.