Technical Principal - Technology Operations

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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