VP, Technology Service Management

Job Description:

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.

Essential 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 Capacity Management processes.  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

Qualifications/Requirements:

• Bachelor's degree and 10 years of Technology experience or in lieu of Bachelor's, High School Diploma or GED and 12 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 Characteristics:

• 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

Grade/Level: 14

The salary range for this position is 150,000.00 - 250,000.00 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.

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 a diverse, inclusive culture where your skills, experience, and voice are not only heard—but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we’re building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 Diversity Networks , with more than 60% of our workforce engaged, you’ll find community to connect with an opportunity to go beyond your passions.

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.

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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