Job Description:
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, executive support, and virtual desktop infrastructure (VDI) to ensure a seamless and efficient technology experience across the organization.
Key areas of responsibility include ServiceNow operations, VDI, messaging and mobile infrastructure, video and collaboration platforms, 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.
We are proud to offer flexibility and choice allowing you to split your time between working at home and coming into our Stamford, CT and/or New York City Hubs. Regular onsite presence in our Stamford Hub is a requirement for this role.
Essential 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 SharePoint and MS Power Platform.
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 VDI operations ensuring seamless and secure 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.
Ensure Operational Excellence:
Advance and optimize ITSM/ServiceNow processes—including 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.
Qualifications/Requirements:
In-person presence in Stamford, CT / NYC hubs required.
Bachelor’s degree in a relevant field or equivalent experience; advanced degrees preferred.
Minimum 10+ years of IT operations leadership experience in large, complex organizations, preferably in Financial Services.
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.
Desired Characteristics:
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
Grade/Level: 15
The salary range for this position is 200,000.00 - 330,000.00 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.
Eligibility Requirements:
You must be 18 years or older
You must have a high school diploma or equivalent
You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process
You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.
New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months’ time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).
Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Our Commitment:
When you join us, you’ll be part of an inclusive culture where your individual skills, experience, and voice are not only heard – but valued. Together, we’re building a future where we can all belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.
This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status. We’re proud to have an award-winning culture for all.
Reasonable Accommodation Notice:
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time
Job Family Group:
Information Technology