Truist · 17 hours ago
Group Technology Manager – Service Intelligence and ServiceNow Platform Delivery
Richmond, VA
Full-time
Onsite
Director/Executive
15+ years expTruist Bank is seeking a Group Technology Manager for Service Intelligence and ServiceNow Platform Delivery. This strategic, hands-on leader will oversee the end-to-end demand management process, technical architecture stewardship, and risk ownership for the ServiceNow platform, ensuring integrity and innovation in service-aware decision-making.
BankingFinanceFinancial Services
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
Qualification
Required
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
Preferred
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
Benefits
Medical
Dental
Vision
Life insurance
Disability
Accidental death and dismemberment
Tax-preferred savings accounts
401k plan
Vacation
Sick days
Paid holidays
Defined benefit pension plan
Restricted stock units
Deferred compensation plan
Company
Truist
Truist is the sixth-largest commercial bank in the U.S.
10001+ employees
H1B Sponsorship
Truist has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (313)
2024 (247)
2023 (288)
2022 (275)
2021 (278)
2020 (270)
Funding
Current Stage
Late StageTotal Funding
unknown2021-01-01Seed
Leadership Team
Michael Maguire
Chief Financial Officer
James Cordovana
SVP of Cloud Security Enterprise Architect
Recent News
Maryland Daily Record
2026-01-03
Company data provided by crunchbase