SAO Program Lead Job Charlotte area,North Carolina USA,IT/Tech

Regular or Temporary:
Regular Language Fluency:
English (Required)

Work Shift:

1st shift (United States of America)

Send an email to Accessibility (accommodation requests only; other inquiries won't receive a response).

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 Service Now. 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, Service Now 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 Service Now 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 Service Now best practices.

Essential Duties and Responsibilities

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.

Designs, builds, manages, and implements enterprise infrastructure technology platforms and systems across cloud, network, database, storage, platform, computing, or middleware domains.

Develops and applies automation, monitoring, and optimization techniques to ensure high availability and performance of infrastructure.

Manages large infrastructure projects and programs aligned with organizational strategy and regulatory requirements.

Collaborates with cross-functional teams and external partners to integrate new technologies and continuously improve infrastructure standards and processes.

Troubleshoots and resolves complex technical issues impacting infrastructure performance and reliability.

Ensures compliance with technology strategies, standards, and governance to mitigate risks and ensure regulatory adherence.

Reviews infrastructure designs, configurations, and procedures to support operational consistency and knowledge sharing.

Provides strong technical guidance, training, and direction to infrastructure teams and lower-level…