Role 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 Outstanding 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 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 Incident Prioritization Escalation Documentation Impact Mitigation Communication Resolution Post Incident SDM Initiatives Analysis Problem Management Continuous Service Improvement Role Summary Purpose The Service Delivery Manager 1 SDM1 will be a member of the IT Service Management Groupand support Synchrony s Major Incident and Problem Management processes This includesinitiating major technoogy 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 Act as the first point of contact for issues reported by Synchrony s clients internal technology support teams and internal users on major incidents impacting Synchrony s technology services Lead Incident Management Calls on lower-priority incidents including coordinating engaging support teams tracking troubleshooting tasks and collecting impact status Escalate Incidents as needed based on documented instructions job aids Standard Operating Procedures and engage Business Continuity and Disaster Recovery teams based on SOPs Engage Escalate with support vendors as need based on documented instructions Identify priority of incident based on guidelines Capture standard incident information through life-cycle of Incident This includes but is not limited to detailed descriptions of the actual impacts error messages customer or user functions impacted and support team involvement triage and resolution activities performed and their associated timelines Make use of available troubleshooting tools including but not limited to ServiceNow reports and monitoring applications Document areas for improvement with the handling and escalation of an Incident Create Problem tickets related to incidents when appropriate as per SOPs Maintain Call lists resolver groups and alerting systems Manage On-boarding of new applications into the Incident Management process Assist SDM2s and SDM3 in the maintenance of Incident Management Job Aids Continuous improvement Assist in coordinating activities Required Skills Knowledge Bachelor s degree and 2-4 years of related experience in technology and IT service management or in lieu of degree 2 years of related experience in technology and IT service management Strong ITIL understanding and 0-2 years of experience in ITIL practices Superior communication skills both written and oral Strong 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 Hands-on working experience with infrastructure performance and availability tools Previous Infrastructure Operations Experience Desired Skills Knowledge 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 Minimum of 0-4 years of offshore onshore team management experience Green Belt and or Black Belt Six Sigma trained is a benefit Eligibility Criteria Bachelor s degree and 2-4 years of related experience in technology and IT service management or in lieu of degree 2 years of related experience in technology and IT service management Work Timings Rotational Shifts which included night shift 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 LPP L4 to L7 Employees who have completed 12 months in the organization and 12 months in their current role and level are only eligible L8 Employees who have completed 18 months in the organization and 12 months in their current role and level are only eligible L4 employees can apply for this opportunity Grade Level 8 Job Family Group Information Technology

📌 Service Delivery Manager (l08) (Hyderabad)
🏢 Synchrony
📍 Hyderabad