Group Technology Manager Service Intelligence and ServiceNow Platform Delivery

Job Description

Company:
Truist Financial

Location:

Raleigh, NC

Employment Type:

Full Time
Date Posted: 01/20/2026
Job Categories:
Banking, Computers, Software, Finance/Economics, Financial Services, Information Technology

The Group Technology Manager for Service Intelligence and Service Now 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 Service Now 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.

• Serve as the technical gatekeeper and decision authority for all Service Now platform demand intake, ensuring requests are evaluated for service impact, risk, and alignment with enterprise priorities.
• Steward the Service Now 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 Service Now architecture requirements and risk controls.
• Provide technical evaluation of demands against Service Now 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 Service Now best practices.
• Enable enterprise‑wide adoption of the platform operating model, fostering end‑user engagement and service innovation.

• 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.
• 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.
• Ability to excel in a team environment and advance overall team objectives.
• Ability to ensure customer satisfaction by delivering excellence in products and service.
• Ability to work and communicate with peers, vendors, internal staff,…