VP, Consumer Bank Service Delivery Manager

Role Summary/Purpose:

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 manager and business leaders to ensure that all Service Levels are met or exceeded for the Digital Bank.

Essential Responsibilities:

• Lead and govern the Digital Consumer Bank's Change, Incident and Release Management processes within SYF and with various 3rd Party Vendor

• 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 and ensure they are fully operational, maintaining stability, reliability, and sustainability.

• Collaborate with IT Risk, Operations Risk, and Legal and Compliance Teams to manage all IT owned issues for Digital Consumer Bank.

• Manage technical upgrade projects as well as oversee testing efforts for business-critical production issues ensuring timely and qualitative delivery.

• Single point of contact for quarterly Consumer Bank applications SIAM certification process.

• Lead RCA sessions to determine Root causes, 5 Whys, and Corrective Action plan.

• Work with Business leads in determining temporary work around 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 effective communication strategy across projects and constituencies.

• Perform other duties and/or special projects as assigned

Qualifications/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

Desired Characteristics:

• 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.

Grade/Level: 12

The salary range for this position is 110,000.00 - 185,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Salaries are adjusted according to market in CA, NY Metro and Seattle.

Our Way of Working:

We’re proud to offer you flexibility. At Synchrony, our way of working allows you to have the option to work from home near one of our Hubs or come into one of our offices. You will be required to commute to your nearest Hub (either virtual or physical) for in-person engagement activities such as regular business or team meetings, training and culture events.

*Field Sales and some Commercial team roles may have varied location requirements based upon partner obligations or preferences.

Eligibility Requirements:

• You must be 18 years or older

• You must have a high school diploma or equivalent

• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process

• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.

• New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months’ time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).

Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Our Commitment:

When you join us, you’ll be part of an inclusive culture where your individual skills, experience, and voice are not only heard – but valued. Together, we’re building a future where we can all belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status. We’re proud to have an award-winning culture for all.

Reasonable Accommodation Notice:

• Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

• If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time

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