Manager, Service Delivery (L08)

Job Description

Role Summary/Purpose: The Service Delivery Manager 1 will be a member of the Incident Response Center (IRC) and support Synchrony s 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 incidentsEssential 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 in any discipline with 3 years of overall experience
• 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.
• Demonstrated skills in oral, written and interpersonal communication, and promote open communication among teams
• Broad understanding of Synchrony s banking, credit card, payment solutions, collections, marketing, risk and regulatory & compliance
• 2 years of related experience in technology and IT service management will be an added advantage
• Strong ITIL understanding and 2 year of experience in ITIL practices will be an added advantage
• ITIL foundation certification within the last 10 years
• For Internal Applicants: Understand the criteria or mandatory skills required for the role, before applying.
• Inform your Manager or 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)
• Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.
• Last annual performance rating should at least be Strong Contributor/Critical Talent

Desired Characteristics:

• Ability to lead, manage and communicate with all levels of the organization is essential
• Green Belt and/or Black Belt Six Sigma trained is a benefit
• Hands-on working experience with infrastructure performance and availability tools a plus
• Previous Infrastructure Operations Experience
• 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

Grade/Level: 08Job Family Group:Information Technology,

Keyskills :
it service managementsix sigmablack beltproblem solvingservice deliveryteam involvementdisaster recoverypayment solutionscorrective actionservice managementproblem management