AVP - Enterprise Client Computing Product Owner (L11)

Overview

Own the operational lifecycle, service reliability, security, compliance and product roadmap for Synchrony's enterprise client computing services across Windows, macOS, ChromeOS and Virtual Desktop environments.

What you'll do

• Own end-to-end operational lifecycle management for desktops, laptops, Macs, Chromebooks, AWS WorkSpaces, VDI, Cloud PCs and associated endpoint services.
• Manage service health, availability, capacity, performance, adoption, lifecycle outcomes and achievement of agreed service levels.
• Lead incident triage, major incident response, service restoration, problem management, root cause analysis and corrective actions to prevent recurrence.
• Oversee patching, software distribution, configuration standards, endpoint hardening, vulnerability remediation, compliance reporting, encryption, certificates and privileged access controls.
• Own the client computing product roadmap, backlog, priorities, key performance indicators, quarterly release plans and modernization outcomes in partnership with engineering, security and business stakeholders.
• Drive Intune-first and Autopilot-first management, co-management, automation, self-service, endpoint analytics and production readiness while reducing legacy SCCM-only dependencies.
• Govern operational documentation, runbooks, knowledge articles, standard operating procedures, support handoffs, business continuity, disaster recovery readiness and annual resiliency activities.
• Support endpoint onboarding, provisioning, refresh, decommissioning, platform transitions, Windows 11 migration and VDI or Cloud PC rationalization.
• Use telemetry and analytics, including endpoint and digital employee experience data, to improve reliability, performance, adoption and user experience.
• Partner with Information Security and Risk to maintain audit readiness and provide evidence supporting applicable SOX, PCI, third-party risk and change governance controls.
• Manage strategic vendor and managed service partner performance, staffing coverage, service levels, continuous improvement commitments and monthly or quarterly service reviews.
• Own endpoint operating budgets, software licensing and asset forecasts, identifying cost optimization opportunities across hardware, software and managed services.
• Provide executive-level service reviews, roadmap updates, risk visibility and timely communications to senior leaders and stakeholders.
• Collaborate across India and US time zones and participate in after-hours support, planned maintenance and major service events when required.

What you'll need

• Bachelor's degree and 8+ years of experience in endpoint management, desktop operations, digital workplace technology, product ownership, infrastructure or client computing services; or in lieu of degree, 8+ years of overall experience.
• Demonstrated experience managing enterprise-scale client computing services in a complex, global environment.
• Minimum of 5 years of experience with Windows 10/11, macOS, ChromeOS, Citrix, AWS WorkSpaces, VDI and Cloud PC technologies.
• Strong experience with Windows 10/11, macOS, ChromeOS, Citrix, AWS WorkSpaces, VDI and Cloud PC technologies.
• Experience with Microsoft Intune, Windows Autopilot, SCCM/MECM co-management, Microsoft Entra ID/Azure AD join, Endpoint Analytics and Windows Update for Business.
• Working knowledge of endpoint technologies such as JAMF, Tanium, Microsoft Defender for Endpoint, Nexthink, Google Admin Console, Azure, AWS, PowerShell, ServiceNow and Power Automate.
• Strong understanding of IT service management practices, including Incident, Problem, Change, Service Level, Availability, Capacity and Continuity Management.
• Experience supporting security, regulatory, compliance and audit requirements, including vulnerability remediation and evidence management for SOX and PCI controls.
• Proven ability to own a product roadmap, backlog, KPI framework, operational priorities, vendor outcomes, budget considerations and service improvement plans.
• Strong stakeholder management, executive communication, analytical, financial, documentation and decision-making skills.
• Ability to lead cross-functional teams and coordinate effectively across engineering, operations, infrastructure, security, risk, service desk, business teams and vendors.

Nice to have

• ITIL v4 certification and Agile product ownership certification such as CSPO or PSPO.
• Experience operating endpoint services within a regulated financial services environment.
• Experience leading modernization and transformation initiatives involving Intune, Autopilot, co-management, cloud-native endpoint controls, Windows 11, VDI or Cloud PCs.
• Demonstrated experience with automation, scripting, workflow optimization, proactive remediation, self-service and continual service improvement.
• Strong data-driven leadership approach with experience using telemetry, service metrics, experience scoring, dashboards and trend analysis to improve outcomes.
• Ability to balance operational stability, security, employee experience, modernization, cost optimization and competing stakeholder priorities.
• Proven success managing strategic partners, global delivery teams, licensing, asset lifecycle planning and service performance governance.
• Executive presence, ownership mindset, sound judgment and the ability to communicate complex technical and operational matters clearly.

Details

• Location: Hyderabad, India.
• Work timings: 3:30 PM to 12:30 AM IST.
• Enhanced Flexibility: available 06:00 AM to 11:30 AM Eastern Time for meetings with India and US teams (window adjusts twice a year); remaining hours flexible. Exceptions may apply periodically due to business needs.
• Work from home or from Regional Engagement Hubs (Hyderabad, Bengaluru, Pune, Kolkata or Delhi/NCR); occasional commuting or travel to a hub for in-person engagement.