IT Service Management Lead

Our Customer is a consumer financial services company headquartered in Connecticut. The company offers consumer financing products, including credit, promotional financing and loyalty programs, installment lending to industries, and FDIC-insured consumer savings products through the consumer bank, its wholly owned online bank subsidiary.

We are seeking an experience IT Service Management Lead to work with our customer on a contract basis. This is a fully remote role with a preference for candidates based in EST.

Overview:
This position will lead the IT Service Management process teams to develop an overall strategy and provides strong-practice guidance on the design and maintenance of IT 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, IT Change Management, IT Asset Management and Capacity Management. Strong knowledge of ServiceNow and ITIL processes is necessary. This position reports to the SVP, Enterprise Technology Services Leader within the Synchrony CTO Organization.

Essential Responsibilities

• Position is responsible for providing and implementing a strategy within Synchrony for IT 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
• Develop a multi-gen roadmap for Service Management and the ServiceNow Platform supporting Public Cloud migration
• Manage the overall implementations and execution of key ITIL deliverables related to 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 IT 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
• Manage the day to day activities related to Change, Configuration and IT Asset Management. 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 IT 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.

Required Skills/Knowledge:
• Bachelor's degree and 10 years of IT experience or in lieu of Bachelor's
• Minimum of 8 years leading IT 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 IT Leadership and managing a geographically distributed team (Globally)
• 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
• 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
• IT experience within the financial services, credit card, healthcare or insurance industries
• Demonstrated success at project management and transformations
• Possesses analytical and negotiation skills

Hours and Location:
• M-F, 40 hours/week
• 100% Remote - open to candidates based in CST or EST

Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements):
Health Benefits: Medical, Dental, Vision, Life (including spouse & child), 401k, STD/LTD, AD&D, and Commuter Benefits program.


An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.