Job Description

: Role Summary/Purpose:
The Service Delivery Manager 3 will be a member of the Incident Response Center (IRC) and support Synchrony’s Incident and Problem Management processes. This includes the people manager role, leading the highest priority major technology-based incidents from internal users and support associates, support vendors and SYF’s clients, 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 actively drive process improvements and proactive measures to reduce the business impact of technology-based incident.

This position is remote, where you have the option to work from home. On occasion we may request for you to commute to our nearest office for in person engagement activities such as team meetings, training and culture events. To ensure the safety of our colleagues and communities, we require employees who come together in-person to be fully vaccinated. We’re proud to offer you choice and flexibility. Essential Responsibilities:

• Lead Incident Management Calls on all levels of incidents, including coordinating & engaging support teams, tracking troubleshooting tasks, collecting impact status and providing executive updates and status
• Coordinate the administrative activities of SDM1s and SDM2s during and following major incident calls
• Work with IRC Manager to ensure all shifts are covered appropriately to ensure 24x7x365 support
• Act as a point of escalation and oversight to SDM1s and SDM2s, ensuring adherence to process and providing guidance
• Collaborate with other SYF support teams and the business to ensure that new trouble-shooting and monitoring tools and processes are implemented
• Document areas for improvement with the handling and escalation of an Incident
• Assist with the management of On-boarding of new applications into the Incident Management process
• Assist SDM1s and SDM2s in the development and maintenance of Incident Management Job Aids
• Continuous improvement. Work with others in Service Delivery Management, other SYF support teams and the business to identify areas for improvement and drive change; develop initiatives documented in JIRA and be accountable for their timely completion
• Develop metrics and ad-hoc analyses in support of understanding the causes and impacts of business-impacting Incidents and Problems
• Support SYF’s Problem Management program by ensuring that incident causes and contributing factors are documented and addressed in a timely fashion

• Bachelor’s degree in any discipline.
• 6+ years of related experience in technology and IT service management
• Minimum of 5 years of offshore & onshore team management experience
• Strong ITIL understanding and 5 year of experience in ITIL practices
• Excellent communication skills, both written and oral
• Proven 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.
• Green Belt and/or Black Belt Six Sigma trained is a benefit
• Hands-on working experience with infrastructure performance and availability tools
• Previous Infrastructure Operations Experience
• 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.
• Level 8+ employees can apply

• Assertive, inquisitive and persistent
• Ability to lead, manage and communicate with all levels of the organization is essential
• 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