Service Delivery Lead

Dear

I hope you are doing well.

My name is Manoj Bandi and I represent Synchrony Systems Inc. We are currently supporting an implementation partner on a full-time opportunity. Based on your background your experience may align well with this role.

Location: Indianapolis IN

Job Description

Must Have Technical/Functional Skills

Functional Skills

• Strong experience in IT service delivery management (L2/L3 support environments)
• Expertise in ITIL processes (Incident Problem Change Release Service Request)
• Experience managing global delivery models (onsite/offshore)
• Technical Skills
• Familiarity with ServiceNow for ITSM operations
• Understanding of application lifecycle management deployments and integrations
• Soft Skills
• Strong stakeholder management and communication skills
• Leadership experience managing cross-functional teams
• Problem-solving escalation handling and decision-making capabilities

Roles & Responsibilities

1. Service Delivery & Governance

• Own and manage end-to-end Tulip support services covering Incident Request Change Access and Migration Management processes
• Ensure delivery adherence to agreed scope service models and contractual obligations
• Act as the single point of accountability for service performance and delivery outcomes

2. Operational Management

• Lead day-to-day support operations including:
• Incident triaging and resolution based on priority and business impact
• Service request fulfillment through ServiceNow (RITMs access provisioning migrations)
• Deployment and migration of Tulip applications across environments
• Ensure seamless 24x7 support coverage and operational continuity for production systems

3. SLA & Performance Management

• Monitor track and ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs)
• Drive operational excellence through trend analysis of tickets backlog management and service improvements
• Prepare and present periodic service performance reports (e.g. Monthly Service Reports)

4. Stakeholder & Customer Engagement

• Serve as the primary interface between business stakeholders platform teams and delivery teams
• Lead governance forums service reviews and executive communication cadences
• Align service delivery priorities with business objectives and roadmap initiatives

5. Incident Escalation & Risk Management

• Own and manage critical incident escalations ensuring timely resolution and communication
• Identify and proactively mitigate delivery risks related to capacity platform stability and site rollouts
• Collaborate with program management and enterprise teams to resolve complex issues

6. Resource & Capacity Planning

• Plan and optimize resource allocation based on support demand ticket trends and site expansion requirements
• Manage onsite-offshore delivery model and ensure appropriate coverage across business hours
• Drive team onboarding training and capability development

7. Continuous Improvement & Automation

• Identify and implement opportunities for process optimization and automation (e.g. access provisioning monitoring testing)
• Drive initiatives for proactive monitoring self-service and self-healing capabilities
• Enhance service delivery through SOP standardization and workflow improvements

8. Compliance & Quality Assurance

• Ensure adherence to Tulip SOPs validation requirements and regulatory compliance standards
• Support audit and inspection readiness through documentation traceability and process controls
• Maintain quality standards across all service delivery activities

9. Transformation & Innovation

• Lead transformation initiatives aligned with digital strategy and Tower-X operating model
• Support expansion of Tulip platform capabilities integrations and global rollouts
• Identify and drive innovation opportunities to improve efficiency and business outcomes

11. Communication & Reporting

• Provide structured communication including:
  • Daily/weekly operational updates
• Monthly and quarterly service reviews

• Executive summaries and governance reporting
• Ensure transparent communication during incidents outages and major changes
• Generic Managerial Skills If any
• Resource should be quick learner and self-driven; capable of working with client partners to meet

• strategic Objectives
• Resource must be able to identify mentor and hone talent to build leaders from within a team.