Service Delivery Manager-5 (L08)

JOB_POSTING-3-73969

Job Description

Job 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.
• 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

Post Incident

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 Synchrony'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

Required Skills / Knowledge

Desired Skills / Knowledge

Eligibility Criteria

Work Timings

Rotational Shifts which included night shift

(WORK TIMINGS : 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

Grade / Level : 8

Job Family Group

Information Technology

Skills Required

Servicenow, Unix, Servers, Cloud, Linux, Storage, Windows, Itil, Networks