SAO Program Lead

Regular or Temporary: Regular Language Fluency: English (Required) Work Shift: 1st shift (United States of America)

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About the Role

The SAO Program Lead is responsible for leading Truist's Service-Aware Organization (SAO) transformation program and driving adoption of a service-centric operating model across the enterprise. This role owns the SAO strategy, roadmap, governance framework, and execution plan to advance CSDM maturity, service ownership, service mapping, CMDB data quality, and operational resiliency within ServiceNow. The SAO Program Lead serves as the primary leader responsible for establishing service ownership practices, improving service visibility and dependency mapping, and enabling operational intelligence through accurate service and configuration data. This role partners closely with technology leaders, service owners, architecture, risk, resilience, audit, and platform engineering teams to ensure services are accurately modeled, governed, and continuously maintained. The ideal candidate possesses a strong blend of technology leadership, organizational change management, ServiceNow expertise, and enterprise program delivery experience, with the ability to influence stakeholders across multiple organizations and drive large-scale adoption of new operating models.

Key Responsibilities

• Lead the enterprise Service-Aware Organization (SAO) program strategy, roadmap, governance model, and implementation plan.
• Drive adoption and maturity of the ServiceNow Common Service Data Model (CSDM) across Business Services, Application Services, Technical Services, and supporting Configuration Items (CIs).
• Establish and operationalize enterprise service ownership standards, service stewardship practices, and accountability models.
• Partner with service owners, application teams, infrastructure teams, and platform engineering leaders to identify, document, and manage service relationships and dependencies.
• Collaborate with Enterprise Architecture, Operational Resilience, Risk Management, Audit, and Technology Governance organizations to ensure alignment with enterprise standards and regulatory expectations.
• Establish SAO metrics, key performance indicators (KPIs), maturity assessments, and executive reporting that demonstrate program progress and business value.
• Identify opportunities to leverage automation, AI, AIOps, discovery, and observability capabilities to improve service awareness, governance, and operational efficiency.
• Drive organizational change management, stakeholder engagement, communications, and training efforts required to increase service ownership adoption.
• Facilitate cross-functional governance forums and working groups to resolve service ownership, dependency management, and data quality issues.
• Develop executive presentations, business cases, status reporting, maturity assessments, and governance updates for senior leadership.
• Serve as the subject matter expert for SAO, CSDM, service mapping, CMDB governance, and service ownership practices.
• Mentor teammates and provide guidance on service-aware operating model implementation and ServiceNow best practices.

Essential Duties and Responsibilities

1. Works to achieve operational targets with major impact on the infrastructure engineering department or job area results and contributes to the development of goals for area of responsibility.
2. Designs, builds, manages, and implements enterprise infrastructure technology platforms and systems across cloud, network, database, storage, platform, computing, or middleware domains.
3. Develops and applies automation, monitoring, and optimization techniques to ensure high availability and performance of infrastructure.
4. Manages large infrastructure projects and programs aligned with organizational strategy and regulatory requirements.
5. Collaborates with cross-functional teams and external partners to integrate new technologies and continuously improve infrastructure standards and processes.
6. Troubleshoots and resolves complex technical issues impacting infrastructure performance and reliability.
7. Ensures compliance with technology strategies, standards, and governance to mitigate risks and ensure regulatory adherence.
8. Reviews infrastructure designs, configurations, and procedures to support operational consistency and knowledge sharing.
9. Provides strong technical guidance, training, and direction to infrastructure teams and lower-level technical professionals.
10. Demonstrates innovative influence with stakeholders in supporting business objectives and technical strategic objectives.

Required Qualifications

1. Bachelor’s degree in Computer Science, Engineering, Information Systems, a related field, or equivalent education, training, and work-related experience.
2. Minimum of 7 years of professional experience in infrastructure engineering.
3. Advanced knowledge of enterprise infrastructure technologies including cloud, network, database, storage, platform, computing, and middleware.

Preferred Skills

• Bachelor's degree or eight years of experience in technology program management, IT service management, enterprise transformation, ServiceNow, or a related discipline; or an equivalent combination of education and work experience.
• Demonstrated experience leading complex, cross-functional enterprise programs without direct management authority.
• Experience developing governance frameworks, operating models, standards, and enterprise adoption strategies.
• Ability to influence technology and business leaders to drive organizational change and adoption.
• Strong analytical, problem-solving, facilitation, and decision-making skills.
• Excellent written, verbal, and executive-level communication skills.
• Experience defining metrics, KPIs, maturity models, and executive reporting for technology programs.
• Ability to manage competing priorities and deliver results in a fast-paced environment.
• Direct experience implementing ServiceNow Common Service Data Model (CSDM), CMDB, Discovery, Service Mapping, Discovery Patterns, or Service Graph solutions.
• Experience leading Service-Aware Organization (SAO), Operational Resilience, Service Registry, or Service Ownership initiatives.
• Experience leveraging automation, AI, AIOps, observability, or analytics platforms to improve operational effectiveness and governance.
• Experience supporting audit, compliance, operational resilience, or regulatory programs within highly regulated industries.
• Banking, financial services, or other regulated-industry experience.

Visa Sponsorship

For this opportunity, Truist will not sponsor an applicant for work visa status or employment authorization, nor will we offer any immigration-related support for this position (including, but not limited to H-1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN-1 or TN-2, E-3, O-1, or future sponsorship for U.S. lawful permanent residence status.)

Salary

To comply with the Colorado pay transparency statute and for work locations in Colorado only, the annual base salary for this position is $120K-$150K

Benefits

• 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.
• 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.

Equal Opportunity Employer

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.

Drug Free Workplace

Truist is a Drug Free Workplace.

EEO and Right to Work

EEO is the Law E-Verify IER Right to Work

About Truist

Truist is a purpose-driven financial services company, formed by the historic merger of equals of BB&T and SunTrust. We serve clients in a number of high-growth markets in the country, offering a wide range of financial services. At Truist, our purpose is to inspire and build better lives and communities. That happens through real care to make things better. To meet client needs, to empower teammates, and to lift up communities. Learn more about Truist on truist.com.