SVP, Workplace Technology and Service Delivery Leader

Job ID: 2600102

Job Description:

Job Title: SVP, Workplace Technology & Service Delivery Leader – L15

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 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 for all to take up leadership roles

Organizational Overview:  

This role sits in in the Tech Operations, Infrastructure, and Cloud Platforms (TOICP) organization, whose mission is to innovate and excel in technology solutions, focusing on robust data architecture, advanced analytics, and cloud technologies. TOICP aims to ensure reliable infrastructure operations, enhance digital workforce capabilities, and deliver exceptional service.  This team is committed to maintaining a forward-thinking, agile, and collaborative environment where each department contributes to our collective success.

Role Summary/Purpose: 

The Senior Vice President Workplace Technology & Service Delivery will be responsible for driving operational excellence across all facets of technology operations. This leader will oversee the transformation of service delivery, end-user computing, and IT Service Management to ensure a seamless and efficient technology experience across the organization. 

Key areas of responsibility include ServiceNow operations, desktop and client operations, Workspace Services, and desk-side support services. The SVP will lead efforts to modernize legacy processes and platforms, guiding the transition toward public cloud environments and next-generation digital workplace solutions. 

This role requires a forward-thinking executive who can elevate employee productivity and satisfaction through improved service quality, streamlined operations, and innovative technology enablement.  This is a global role and will have a global span and should have experience in handling global teams

Key Responsibilities:  

Enhance Executive Support and Workforce Collaboration:  

• Provide leadership for new solutions that enhance the digital workplace employee experience and optimize enterprise solutions such as MS SCCM, JAMF and MS Intune. 
• Manage and enhance company-wide collaboration tools, enterprise-wide meeting space and hoteling strategies to support productivity, mobility and communication. 
• Lead global end-user services, front-line experience and End User operations ensuring seamless and secure endpoints and virtual desktop environments.  
• Continuously improve service delivery using VoC feedback and analytics to enhance customer satisfaction and operational responsiveness.  
• Elevate Service Desk performance through data-driven insights to improve issue resolution efficiency and user experience.  
• Streamline employee onboarding and offboarding processes with HR and IT to ensure effective access management and knowledge transfer.  
• Have a global span and should have experience in handling global teams

Ensure Operational Excellence:  

• Advance and optimize ITSM/ServiceNow processes—including Incident Management, Change Management, Configuration Management, IT Asset Management, Service Desk, and Service Level Management—to ensure sustained high system availability and exceptional support. 
• Lead teams managing complex infrastructure and support processes for S/W Lifecycle Management, Device Lifecycle Management, and Delivery Enablement.  
• Lead technology teams supporting hub locations and all technologies located within driving technology modernizations, hands and feed support, better user experience, to continuously improve hub end user experience. 
• Provide strong management experience leading contact center technologies and contact center agent experience. 
• Oversee technology audit, regulatory, and compliance activities across ITSM technology operations. 
• Uphold and advocate stringent security standards and best practices across all cloud and infrastructure environments, collaborating closely with risk, audit, and compliance functions.  

Leadership and Partnership:  

• Lead, mentor, and develop a global team of technology operations professionals and vendor partners, fostering accountability and high performance.  
• Manage budgets and operational expenses with financial discipline while identifying cost optimization opportunities.  
• Present monthly operational status reports to leadership that align with delivering business value, business resiliency, and business security. 
• Represent technology operations at executive forums, providing insights, risk mitigation strategies, and progress updates.  
• Identify new opportunities for improving and simplifying technology solutions.  
• Build peer, cross-functional, and cross-business relationships to maximize best practice sharing and team effectiveness. 

 Required Skills/Knowledge:  

• Minimum 15 years of IT operations leadership experience in large, complex organizations, preferably in Financial Services AND a Master’s degree in a relevant field  
• Proven success leading large, global teams (onshore and offshore).  
• Experience in end-user services, VDI, Call Center, and Service Desk management driven by analytics-based improvement methodologies.  
• Deep knowledge of cloud infrastructure operations, ITSM frameworks, and security governance.  
• Experience owning and managing Level 3 (L3) support processes.  
• Demonstrated ability to maintain operational uptime targets of 99.99% or higher.  
• Expertise in implementing risk and control frameworks and ensuring compliance with regulatory and audit standards.  
• Excellent communicator skilled at influencing and engaging diverse teams and senior leadership. 
• This is a global role and will have a global span and should have experience in handling global teams
• Must be willing to relocate to Hyderabad

 Desired Skills/Knowledge:   

• Deep operational experience, covering both traditional infrastructure, data and cloud.  
• Expertise in Voice of Customer (VoC) programs, analytics tools, and ITSM platforms. 
• Familiarity with Agile development and DevOps operations.  
• Experience enhancing digital workforce initiatives and employee experience.  
• Strong financial acumen and budget management capabilities.  
• Strong process improvement skills.  
• Commitment to diversity, equity, inclusion, and accessibility (DEIA).  
• Master’s degree in computer science or a related field preferred.  
• Background in Financial Services and payment processing.  
• Proficiency in business development and strategic partnership with senior leadership.  
• Collaborative and team-oriented with strong leadership and influencing skills 

WORK TIMINGS:  Role requires collaboration during India and US business hour overlap windows to support leadership and stakeholder discussions.

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 on any corrective action plan (First Formal/Final Formal, LPP)
• L13 Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.
• 13+ Level Employees can apply

Grade/ Level – 15

Job Family Group:

Information Technology