Among computer network support specialists, AI is already used for some of the tasks. Measured exposure for computer network support specialists: 29% (some).

Share of this job’s tasks that AI is already used for at work, from real usage. It is not a forecast of job loss, and a low number means no use seen yet. Source: Anthropic Economic Index.

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About the job

Why GMF Technology?

Innovation isn’t just a talking point at GM Financial, it’s how we operate. From generative AI and cloud-native technologies to peer-led learning and hackathons, our tech teams are building real solutions that make a difference. We’re committed to AI-powered transformation, using advanced machine learning and automation to help us reimagine customer interactions and modernize operations, positioning GM Financial as a leader in digital innovation within a dynamic industry.

Join us and discover a workplace where your ideas matter, your development is prioritized, and you can truly make a global impact.

Flexible hybrid work environment (onsite 3 days a week/2 days remote) at our Arlington (AOC1), TX office. Please note: We are unable to provide any type of sponsorship for this position at this time.

This position will be posted until filled.

About the Role

The Technical Principal serves as a strategic technology leader and trusted advisor for Technology Operations. This role partners with Technology Operations and business leaders to define and advance enterprise service management capabilities, operating models, governance practices, and long-term roadmaps.

The Technical Principal helps translate business strategy into actionable plans that improve service delivery, operational excellence, resiliency, and customer experience. Areas of focus include 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, this role drives alignment, influences decision-making, and leads cross-functional initiatives through expertise, collaboration, and strategic leadership rather than direct authority.

In this role you will:

Serve as a trusted advisor to Technology Operations and business leaders by 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 (ITSM) 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 service management processes, including incident, change, request, knowledge, configuration, and service level management

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, Network Operations Center (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 activities

Lead cross-functional workshops, service reviews, roadmap discussions, and planning sessions to build alignment and remove barriers to execution

Foster a culture of collaboration, accountability, continuous improvement, and operational excellence through mentorship, influence, and thought leadership

What makes you an ideal candidate?

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

Skilled in analyzing complex data, defining metrics, and measuring operational performance and maturity

Strong leadership, facilitation, negotiation, and influencing skills with the ability to drive alignment without direct authority

Excellent relationship-building skills with the ability to collaborate effectively across business and technology teams

Demonstrated strategic thinking, sound judgment, innovation, and the ability to navigate ambiguity in complex environments

Proven ability to mentor others and foster collaboration, accountability, and continuous improvement

AI Skills Preferred:

Experience with AI assisted software development or automation

Knowledge of prompting techniques to improve output quality

Awareness of emerging GenAI capabilities and limitations

Work Experience & Education

Greater than 10 years in related function required

3-5 years leading through mentorship in related field required

3-5 years leading projects and initiatives through influence required

High School Diploma or equivalent required

Associate Degree or High School Equivalent plus 2 additional years of related experience required

Experience leading enterprise ITSM, service design, operational excellence, or continuous improvement initiatives preferred

Experience developing and enhancing ITSM processes, governance models, service ownership frameworks, and strategic roadmaps preferred

Experience applying ITIL best practices in cloud, Agile, DevOps, product, or platform-based environments preferred

Experience with ServiceNow or a comparable enterprise service management platform preferred

Broad Technology Operations experience, including ITSM and at least two areas such as cybersecurity, resilience, infrastructure operations, asset management, or vulnerability management preferred

Experience in financial services or other regulated industries preferred

What We Offer: Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.

Our Culture : Our team members define and shape our culture — an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work — we thrive.

Compensation : Competitive pay and bonus eligibility.

Work Life Balance:  Flexible hybrid work environment, 3-days a week in office.

NOTE: We are unable to consider candidates who require visa sponsorship for this position

This position is not open to agency submissions

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