Service Management Platform Technical Lead
The Carlyle Group
Position Summary
Responsibilities
- Serve as technical authority for the service management platform; lead end-to-end solutioning and delivery (design → build → test → deploy).
- Produce and maintain architecture artifacts (target state designs, reference architectures, integration patterns, data/service models, governance guardrails).
- Lead technical intake: scope solutions, estimate level of effort, identify dependencies/risks, and shape technical roadmaps with stakeholders.
- Present technical options and tradeoffs to senior stakeholders; drive decisions and alignment.
- Provide hands-on development and technical oversight (Script Includes, Business Rules, Client Scripts, UI Policies, Flow Designer, catalog/workflow design).
- Establish and enforce engineering standards (coding conventions, reusable patterns, documentation, peer review, testing).
- Mentor and coach developers/admins; raise overall team capability through coaching and code reviews.
- Drive documentation quality (solution design, runbooks, knowledge enablement) to ensure maintainability and supportability.
- Own platform governance: instance/environment strategy (dev/test/prod), scoped app standards, configuration controls, and release governance.
- Lead upgrade planning and readiness (impact analysis, regression approach, remediation planning) to ensure upgrade-safe solutions.
- Partner with operations/support teams to ensure platform reliability (performance, stability, monitoring/alerting patterns).
- Define and evolve core data standards (taxonomy, categories, catalog model, knowledge model, asset/CI/service model) for consistency and portability.
- Drive CMDB/service modeling direction (CSDM-aligned where applicable) and establish data quality controls and sustainment practices.
- Drive an innovation pipeline: identify opportunities, validate with stakeholders, prototype quickly, and scale successful solutions.
- Identify and deliver high-value AI use cases (e.g., triage/routing, summarization, agent assist, knowledge improvement, CI/ticket enrichment) with safe human-in-the-loop patterns and governance.
- Maintain migration readiness artifacts (customization footprint, integration map, critical data flows, capability inventory) and evaluate alternative platforms as needed.
Qualifications
- Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field (or equivalent practical experience).
- ServiceNow CSA strongly preferred.
- Additional certifications (CAD, CIS ITSM/ITOM/CSM/HRSD) are a plus.
- 6–10+ years in IT/software delivery with 4+ years of deep ServiceNow platform experience, including leading technical delivery for complex implementations.
- Hands-on experience designing and implementing enterprise workflows, integrations, and data models.
- Experience driving platform governance (release management, upgrade readiness, standards) and influencing senior stakeholders.
- Experience applying AI/automation to enterprise workflows (ServiceNow AI and/or external AI services) with appropriate controls
- Deep knowledge of ServiceNow architecture and development patterns; upgrade-safe design.
- Strong scripting and debugging skills; performance-aware development.
- Strong understanding of ServiceNow security model (ACLs, roles, scoped apps, data governance).
- Strong knowledge of ITSM/ESM processes (Incident, Request, Problem, Change, Knowledge, Asset/CMDB) and how to operationalize across platforms.
- Proven integration expertise (REST/webhooks, IntegrationHub, MID Server, auth/certificates, error handling, observability).
- CMDB/service modeling fluency; ability to drive data quality and sustainment practices.
- Executive-ready communication: can explain tradeoffs, drive decisions, and align stakeholders.
- Proactive, innovative mindset with a bias to action; builds reusable accelerators and guardrails.
- AI fluency for enterprise workflows (privacy, risk, evaluation, and operational controls).
- Designs for long-term resilience: avoids unnecessary lock-in and builds for reuse and portability.
Company Information
The Carlyle Group (NASDAQ: CG) is a global investment firm with $477 billion of assets under management and more than half of the AUM managed by women, across 678 investment vehicles as of December 31, 2025. Founded in 1987 in Washington, DC, Carlyle has grown into one of the world's largest and most successful investment firms, with more than 2,500 professionals operating in 27 offices in North America, Europe, the Middle East, Asia and Australia. Carlyle places an emphasis on development, retention and inclusion as supported by our internal processes and seven Employee Resource Groups (ERGs). Carlyle's purpose is to invest wisely and create value on behalf of its investors, which range from public and private pension funds to wealthy individuals and families to sovereign wealth funds, unions and corporations. Carlyle invests across three segments - Global Private Equity, Global Credit and Carlyle AlpInvest - and has expertise in various industries, including: aerospace, defense & government services, consumer & retail, energy, financial services, healthcare, industrial, real estate, technology & business services, telecommunications & media and transportation.
At Carlyle, we believe that a wide spectrum of experiences and viewpoints drives performance and success. Our CEO, Harvey Schwartz, has stated that, "To build better businesses and create value for all of our stakeholders, we are focused on assembling leadership teams with the strongest insights from a range of perspectives." We strive to foster an environment where ideas are openly shared and valued. By bringing together teams with varied expertise and approaches, we enjoy a competitive advantage and create a stronger foundation for long-term success.