Service Delivery Manager (L08)

Job Description:

Role Title: Service Delivery Manager (L08)

COMPANY OVERVIEW:

Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry s most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more.

• We have recently been ranked #2 among India s Best Companies to Work for by Great Place to Work. We were among the Top 50 India s Best Workplaces in Building a Culture of Innovation by All by GPTW and Top 25 among Best Workplaces in BFSI by GPTW. We have also been recognized by AmbitionBox Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.

• Synchrony celebrates ~51% women diversity, 105+ people with disabilities, and ~50 veterans and veteran family members.

• We offer Flexibility and Choice for all employees and provide best-in-class employee benefits and programs that cater to work-life integration and overall well-being.

• We provide career advancement and upskilling opportunities, focusing on Advancing Diverse Talent to take up leadership roles.

Organizational Overview:

The IT Service Management Group is a Major Incident management team responsible for facilitating the resolution of major incidents 24/7 -which directly impact our customers, clients or multiple internal users. This team is responsible for the following:

During the Incident:

Incident Prioritization

Escalation

Documentation

Impact Mitigation

Communication

Resolution

Post Incident:

SDM Initiatives

Analysis

Problem Management

Continuous Service Improvement

Role Summary/Purpose:

The Service Delivery Manager 1 (SDM1) will be a member of the IT Service Management Group and support Synchrony s Major Incident and Problem Management processes. This includes initiating major technology-based incidents reported by internal users and support associates, support vendors and SYF s clients, providing leadership on lower-priority incidents, administering effective follow-up on incidents,

producing meaningful analyses of data and ensuring that areas for improvement are identified and addressed. In addition, they will participate in process improvements and proactive measures to reduce the business impact of technology-based incidents.

Key Responsibilities:

Act as the first point of contact for issues reported by SYF s clients, internal technology support teams and internal users on major incidents impacting Synchrony s technology services.

Lead Incident Management Calls on lower-priority incidents, including coordinating & engaging support teams, tracking troubleshooting tasks and collecting impact status

Escalate Incidents as needed based on documented instructions (job aids, Standard Operating Procedures) and engage Business Continuity and Disaster Recovery teams based on SOPs.

Engage / Escalate with support vendors as need based on documented instructions.

Identify priority of incident based on guidelines.

Capture standard incident information through life-cycle of Incident. This includes but is not limited to detailed descriptions of the actual impacts (error messages, customer or user functions impacted) and support team involvement (triage and resolution activities performed and their associated timelines).

Make use of available troubleshooting tools including but not limited to ServiceNow reports and monitoring applications.

Document areas for improvement with the handling and escalation of an Incident.

Create Problem tickets related to incidents, when appropriate, as per SOPs.

Maintain Call lists, resolver groups and alerting systems.

Manage On-boarding of new applications into the Incident Management process.

Assist SDM2s and SDM3 in the maintenance of Incident Management Job Aids.

Continuous improvement. Assist in coordinating activities to review the incident management process and implement improvements.

Qualifications/Requirements:

Bachelor s degree and 0-2 years of related experience in technology and IT service management or in lieu of degree 2+ years of related experience in technology and IT service management

Minimum of 0-2 years of offshore & onshore team experience

Minimum 2 years of experience in ITIL practices

Superior communication skills, both written and oral

Strong analytical and problem-solving skills.

Strong business focus, which includes the understanding of business impact caused by incidents

Strong advocate of teaming concepts and processes, promote team functions, commitments, and communications. Strong team player.

Hands-on working experience with infrastructure performance and availability tools

Previous Infrastructure Operations Experience

Desired Characteristics:

Certifications in ITIL

Assertive, inquisitive and persistent

Ability to lead, manage and communicate with all levels of the organization is essential

Experience with technology incident management processes

Exceptional relationship management skills

Working knowledge of common platforms including Unix, Linux, Windows

Working knowledge of common infrastructures including servers, storage, networks & cloud

Green Belt and/or Black Belt Six Sigma trained is a benefit

Working Hours : Rotational Shifts which included night shift

(This role qualifies for Enhanced Flexibility and Choice offered in Synchrony India and will require the incumbent to be available between 06:00 AM Eastern Time - 11:30 AM Eastern Time (timings are anchored to US Eastern hours and will adjust twice a year locally). This window is for meetings with India and US teams. The remaining hours will be flexible for the employee to choose. Exceptions may apply periodically due to business needs. Please discuss this with the hiring manager for more details. )

For Internal Applicants:

• Understand the criteria or mandatory skills required for the role, before applying

• Inform your manager and HRM before applying for any role on Workday

• Ensure that your professional profile is updated (fields such as education, prior experience, other skills) and it is mandatory to upload your updated resume (Word or PDF format)

• Must not be any corrective action plan (First Formal/Final Formal, PIP)

• L4 to L7 Employees who have completed 12 months in the organization and 12 months in current role and level are only eligible.

• L8 Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.

• L04+ Employees can apply

Grade/Level: 08

Job Family Group: