VP, Consumer Bank Service Delivery Manager

Synchrony • Cincinnati, OH

1d • $110,000 - $185,000 • Hybrid

About The Position

The Service Delivery Manager will be responsible for supporting all production applications and services for SYF’s Retail Bank. This role is responsible for collaborating with 3rd Party Vendors, product owners, program managers, and business leaders to ensure that all Service Levels are met or exceeded for the Digital Bank.

Requirements

• Bachelor’s Degree and minimum 7 years of IT experience or in lieu of degree High School diploma/GED and 10 years of IT experience
• Minimum of 5 years of IT project management experience in financial services or banking industry
• Minimum of 5 years of experience with service delivery methodology (ITIL) and all phases of SDLC.
• Availability 7x24 for critical production incidents and outages.
• Ability and flexibility to travel for business as required.

Nice To Haves

• Proven track record of leading and executing on critical business initiatives timely and within budget.
• Strong business acumen including a broad understanding of financial services business processes and practices.
• Proven ability to lead and motivate teams in a matrixed environment.
• Demonstrate ability to drive change and work effectively across business boundaries.
• Superior decision-making, client relationship, and vendor management experience.
• Superior analytical, decision-making, oral and written communication skills.
• Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities.
• Strong cross-functional team player with the ability to work seamlessly across a matrix organization.
• Demonstrated competency with linking business strategy with IT technology initiatives.

Responsibilities

• Lead and govern the Digital Consumer Bank's Change, Incident and Release Management processes within SYF and with various 3rd Party Vendors.
• Serve as the primary point of contact for Technology Releases for Vendor and Internal development teams.
• Maintain up-to-date knowledge of technology, business processes, and practices to continually improve applications and systems processes.
• Partner closely with functional IT teams and business owners to implement new capabilities/break fixes.
• Support all areas of application support responsibility, ensuring they are fully operational and maintaining stability, reliability, and sustainability.
• Collaborate with IT Risk, Operations Risk, and Legal and Compliance Teams to manage all IT-owned issues for the Digital Consumer Bank.
• Manage technical upgrade projects and oversee testing efforts for business-critical production issues, ensuring timely and qualitative delivery.
• Act as the single point of contact for the quarterly Consumer Bank applications SIAM certification process.
• Lead RCA sessions to determine Root Causes, 5 Whys, and Corrective Action plans.
• Work with Business leads in determining temporary workarounds and actions to resolve business impacts.
• Be an advocate for the Business.
• Partner with multiple teams within the bank (technology, marketing, and finance) and across functions.
• Partner with Fiserv and other banking vendor partners to execute on all plans.
• Work with Third Party application providers to ensure project tasks align with delivery dates.
• Plan and communicate with business, IT Leadership, and other key stakeholders regarding program status, milestones, issue resolution, and escalation.
• Develop an effective communication strategy across projects and constituencies.
• Perform other duties and/or special projects as assigned.

Benefits

• Eligible for an annual bonus based on individual and company performance.
• Option to work from home near one of our Hubs or come into one of our offices.
• Inclusive culture where your individual skills, experience, and voice are valued.
• Community and passion intersect to offer a safe space to learn and grow through Employee Resource Groups (ERGs).

What This Job Offers

• Job Type: Full-time
• Career Level: Executive