E2401697
Job Description
Role Title: VP, Service Now, L14
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 #5 among India's Best Companies to Work for 2023, #21 under LinkedIn Top Companies in India list, and received Top 25 BFSI recognition from Great Place To Work India. We have been ranked Top 5 among India's Best Workplaces in Diversity, Equity, and Inclusion, and Top 10 among India's Best Workplaces for Women in 2022.
- We offer 100% Work from Home flexibility for all our Functional employees and provide some of the best-in-class Employee Benefits and Programs catering to work-life balance and overall well-being. In addition to this, we also have Regional Engagement Hubs across India and a co-working space in Bangalore.
Organizational Overview
Enterprise Technology Services is part of the Chief Technology Office of Synchrony Financial. The team provides services in 3 major areas.
Responsible for All Digital Workforce technology, including Service Desk, Laptops & Chromebooks, Mobile devices, Meeting Rooms Audio Visual and Executive Support IT Service management Support, including Technology Change Management, Asset Management, Configuration Management and the ServiceNow Environment Enterprise Tooling, including Splunk and New Relic tooling support, PagerDuty, Batch Management, DocSign, Unauthorized Change Detection
Role Summary/Purpose
The Vice President, Technology Service Management role develops an overall strategy and provides strong-practice guidance on the design and maintenance of Technology services, processes, and other aspects of the service management effort. Act as a Product Owner / Platform for the ServiceNow Platform. Lead the processes of Configuration Management, Technology Change Management, Technology Asset Management and Capacity Management. Strong knowledge of ServiceNow and ITIL (IT Infrastructure Library) processes is necessary. This position reports to the Technology Service Delivery Leader within the Synchrony CTO Organization. We're proud to offer you choice and flexibility. You have the option to be remote, and work from home, or come into one of our offices. You may be occasionally requested to commute to our nearest office for in person engagement activities such as team meetings, training and culture events.
Key Responsibilities
- Position is responsible for providing and implementing a strategy within Synchrony for Technology Service Management and delivery of services throughout the technology organization
- Act as the ServiceNow Product Owner / Platform Owner leading both the processes used and the ServiceNow tool in the implementation of ITIL services across Synchrony
- Own and manage Operational budgets in support of the Service Management area Develop a multi-gen roadmap for Service Management and the ServiceNow Platform supporting Synchrony's Public Cloud migration
- Manage the overall implementations and execution of key ITIL deliverables related to the Public Cloud migration
- Own the success and provide oversight/leadership of the multi-year project which is implementing a ServiceNow Greenfield CMDB instance utilizing the Common Service Data Model and out-of-the-box functionality (OOTB)
- Drive Organizational Change Management related to the transformation projects (i.e. Project Links and the Public Cloud migration)
- Continue to improve established ITSM processes and return to ServiceNow OOTB for Change, Configuration, Incident, Problem Management and Knowledge Management
- Drive ongoing implementation and adoption of ITOM Visibility Management and ITOM Operations Management specifically in Service Mapping, Cloud Provisioning and Governance, Certificate Inventory Management, Service Graph Connectors and Event Management
- Continue to improve Technology Asset Management using SAM Professional and HAM. Continue the concentration of improving End of Life processes for software and hardware
- Platform owner of Integrated Risk Management for the Public Cloud Controls Drive Capacity Management across the enterprise, shifting from siloed processes to a companywide Technology Capacity view.
- Manage the day to day activities related to Change, Configuration, IT Asset Management and Report the Operational Metrics on the Monthly Operations Review
- Support all governance activities including internal Audit and Second Line of Defense and external OCC and FRB exams and inquiries Interface with the Technology leadership to gather Voice of the Customer information and use metrics to analyze current process capability and to drive continuous improvement
- Provide comprehensive consultation to management regarding long and short range business requirements and recommend innovations that anticipate the future directions of both business and information technology
- Manage a geographically dispersed technical staff of 18 employees and multiple contract vendors including a Managed Service provider.
- Perform other duties and/or special projects as assigned
Required Skills/Knowledge
- Bachelor's degree and 12 years of Technology experience or in lieu of Bachelor's, High School Diploma or GED and 14+ years of Technology experience
- Minimum of 8 years leading Technology Strategy
- Minimum of 5 years serving as a ServiceNow Platform Owner
- Demonstrated experience in implementing ServiceNow
- Experience in Financial Services Experience working in a highly regulated industry including presenting to the OCC and FRB
- Minimum 8 years of experience in Technology Leadership and managing a geographically distributed team
- Minimum 8 years of experience with responsibility for ITIL processes
Desired Skills/Knowledge
- Experience leading enterprise wide system transformations Experience with Public Cloud technologies, multiple Public Cloud providers, Containerization, Tagging, Service Mapping, OTEL etc.
- ITIL Certification
- Six Sigma, Lean certification Proven operations and / or service delivery background within a large IT Operations organization
- Strong relationship management skills with the ability to bring business requirements to an ITIL compliant Service Delivery organization
- Candidate must have excellent written and verbal communication with the ability to clearly present solutions at all levels and will be seen as subject matter expert
- Must have a passion for service excellence and advocate ITIL methods to the broader organization. Display a mission critical mindset and be able to work effectively in a matrixed organization
- Pervious experience using the Common Service Data Model to support Clients, Services and Technology driving SLAs
- Experience leading end-to end processes Experience gathering and analyzing KPI and Operational metrics on performance to drive improvements
- Working knowledge of current technologies
- Familiarity with Federal Financial Institutions Examination Council (FFIEC) guidelines Technology experience within the financial services, credit card, healthcare or insurance industries
- Demonstrated success at project management and transformations
- Possesses analytical and negotiation skills
Eligibility Criteria
- Bachelor's degree and 12+ years of Technology experience or in lieu of Bachelor's degree 14+ years of Technology experience
- Minimum of 8 years leading Technology Strategy
- Minimum of 5 years serving as a ServiceNow Platform Owner
- Demonstrated experience in implementing ServiceNow
- Experience in Financial Services Experience working in a highly regulated industry including presenting to the OCC and FRB
- Minimum 8 years of experience in Technology Leadership and managing a geographically distributed team
- Minimum 8 years of experience with responsibility for ITIL processes
Work Timings: 05:00 PM to 02:00 AM (IST)
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)
- L12+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.
- L12+ Employees can apply
Grade/Level: 14
Job Family Group
Information Technology
