VP, Consumer Bank Service Delivery Manager

Summary/Purpose: The Service Delivery manager will be responsible for supporting all production applications and services for SYF’s Retail Bank.  This role is responsible for collaborating with, 3rd Party Vendors, product owners, program manager and business leaders to ensure that all Service Levels are met or exceeded for the Digital Bank.

Lead and govern the Digital Consumer Bank's Change, Incident and Release Management processes within SYF and with various 3rd Party Vendor Primary point of contact for Technology Releases for Vendor and Internal development teams Maintain up-to-date knowledge of technology, business processes and practices to continually improve applications and systems processes. Partner closely with functional IT teams and business owners to implement new capabilities/break fixes. Support all areas of application support responsibility and ensure they are fully operational, maintaining stability, reliability, and sustainability. Collaborate with IT Risk, Operations Risk, and Legal and Compliance Teams to manage all IT owned issues for Digital Consumer Bank. Manage technical upgrade projects as well as oversee testing efforts for business-critical production issues ensuring timely and qualitative delivery. Single point of contact for quarterly Consumer Bank applications SIAM certification process. Lead RCA sessions to determine Root causes, 5 Whys, and Corrective Action plan.  Work with Business leads in determining temporary work around and actions to resolve business impacts.  Be an advocate for the Business  Partner with multiple teams within the bank (technology, marketing, and finance) and across functions Partner with Fiserv and other banking vendor partners to execute on all plans. Work with Third Party application providers to ensure project tasks align with delivery dates. Plan and communicate with business, IT Leadership, and other key stakeholders regarding program status, milestones, issue resolution and escalation. Develop effective communication strategy across projects and constituencies. Perform other duties and/or special projects as assigned Qualifications/Requirements: Bachelor’s Degree and minimum 7 years of IT experience or in lieu of degree High School diploma/GED and 10 years of IT experience Minimum of 5 years of IT project management experience in financial services or banking industry  Minimum of 5 years of experience with service delivery methodology (ITIL) and all phases of SDLC. Availability 7x24 for critical production incidents and outages.  Ability and flexibility to travel for business as required Desired Characteristics: Proven track record of leading and executing on critical business initiatives timely and within budget. Strong business acumen including a broad understanding of financial services business processes and practices. Proven ability to lead and motivate teams in a matrixed environment. Demonstrate ability to drive change and work effectively across business boundaries. Superior decision-making, client relationship, and vendor management experience. Superior analytical, decision-making, oral and written communication skills. Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities. Strong cross-functional team player with the ability to work seamlessly across a matrix organization. Demonstrated competency with linking business strategy with IT technology initiatives. Grade/Level: 12                                                              The salary range for this position is 110,000.00 - 185,000.00 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. Our Way of Working : We’re proud to