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# Principal - Cloud & Infra Management

- **Company:** LTM Inc
- **Location:** Dallas, TX, United States
- **Experience:** Expert
- **Salary:** $120,000.0 - $177,293.0
- **Contract:** Internship / Graduate position
- **Skills:** Active Directory, Artificial Intelligence, Amazon Web Services, Cloud Computing, Cyber Security, Lex (Software), Scaled Agile Framework, Software Asset Management, ServiceNow IT Service Management, Microsoft InTune, HR Software, Servicenow
- **Published:** May 19, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=3cbf61d134434af2

## About the Role

Do you have experience in ServiceNow?, Do you have a Bachelor's degree?, * 18 years total experience with 10 years as a Technical Product Manager Product Owner Senior Program Manager in enterprise IT services ITSM transformation or contactcenter modernization programs

 * Demonstrated ownership of at least one largescale ServiceNow program ITSM ITOM Event Management Service Mapping Discovery Virtual Agent or Now Assist
 * Knowledge of at least two of Tanium Microsoft Intune Systrack or equivalent DEX tooling M365 Entra ID Active Directory
 * Track record running AI GenAI agentic workflow initiatives in production RAGbased knowledge deflection conversational AI intelligent triage or agentassist
 * Proven experience operating governance frameworks for automation intake pilot scale including risk and blastradius controls
 * Working knowledge of ITIL v4 KCS and SAFe Scaled Agile
 * Experience navigating Security Cyber approval cycles for identityadjacent automations password reset MFA access provisioning
 * Experience presenting to CIO VPlevel audiences and CABs
 * Strong written communication can author a onepage CIO brief and a detailed pilotexit report with equal confidence
 * Diplomatic in scope disputes especially around overlapping tool capabilities and contested ownership
 * Bachelors degree in CS Engineering or related field MBA or equivalent business credential preferred
 * Certifications strong plus ServiceNow CIS CSA AWS Cloud Practitioner or Solutions Architect PMIACP CSPO ITIL 4 Foundation
 * No remote substitution 5 daysweek onsite in Dallas TX with occasional travel to clients other US sites

## Description

* Own the automation usecase backlog weightedpriority scoring model and wavebased roadmap rebalance based on evidence from pilots telemetry and stakeholder input
 * Run intake for new automation candidates and apply the governance framework spanning candidate intake safetoautomate runbook readiness validation readiness pilot exit and scale approval
 * Maintain the AUTO REVIEW MANUAL decision posture across the portfolio and responsibly grow the share of unattended automation
 * Drive daytoday execution across Service Desk EUC Network IAMSecurity ITSM Platform Contact Center HRIT and Software Asset Management workstreams
 * Own dependency management across AWS Connect ServiceNow Tanium Intune and Systrack delivery teams clarifying tool attribution so capabilities complement rather than overlap
 * Lead pilot scoping successcriteria definition and pilotexit readiness reviews
 * Unblock contested scope conversations with structured evidencebased decisions
 * Translate use cases into solution patterns across Tier 0 selfservice selfheal deflectionshiftleft AHT reduction proactive remediation and workflow automation
 * Partner with architects on LLMRAG agentic workflow conversational AI Lex Now Assist Virtual Agent Amazon Q in Connect and eventdriven automation designs
 * Drive the knowledgebase readiness program article health KCS adoption refresh cadence that underpins RAGbased deflection
 * Ensure every automation has a measurable validation signal and autoclosure evidence model
 * Build credibility with client CIOVPlevel sponsors CyberSecurity leadership Service Desk operations and AWS ServiceNow Tanium Systrack partners
 * Navigate sensitive scope decisions including previously deferred or blocked initiatives using datadriven business cases
 * Run weekly steering biweekly working groups and periodic executive readouts be the ontheground LTIMindtree face for the client
 * Own the value scorecard deflection rate AHT FCR escalation rate ticketvolume reduction FTE redeployment and total automation value delivered
 * Drive instrumentation across ServiceNow Contact Lens Systrack and Tanium so every automation reports against its business case
 * Publish portfolio reviews to the CAB and executive sponsors defend prioritization with data


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