Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

The Global Head of Service Operation is Kyndryl’s Service Operations Director responsible for managing and maintaining all ITSM operations across the CIO estate. The Director will manage a team of teams that provide operational excellence in Change Management, Problem Management, Incident Management, Major Incident Management and Service Reporting.

The Director will lead the team of teams and set clear KPI’s and strategic priorities for the Service Operations area as well as serve as the central authority on the ITSM processes for all areas of the internal IT Operations. The Director role will also be an integral part of the service management leadership team driving operational performance across Kyndryls operations in 60+ countries around the world for a global workforce of employees and partners over 100,000 strong.

Responsibilities

• Lead and manage a global team of service delivery managers, analysts and technical specialists who provide IT support and services to Kyndryl’s various business units and corporate functions.
• Define and implement service standards, policies, processes and procedures that align with the CIO organization's strategic goals and industry best practices.
• Oversee Monthly Operational Reviews to monitor and report on key performance indicators, service level agreements, customer satisfaction and operational efficiency for all service operations activities.
• Ensure operational process compliance with relevant regulations, standards and security policies for IT service operations across different regions and jurisdictions.
• Identify and resolve service issues, risks and escalations in a timely and effective manner, while ensuring minimal disruption to business operations.
• Lead Problem Management and Continuous Service Improvement reviews to execute service improvement initiatives, projects and programs that enhance the quality, reliability and availability of IT services.
• Collaborate with other IT leaders in Kyndryl Delivery Team to integrate and coordination of service operations that are in the client delivery chain (i.e., shared network assets).
• Manage the budget, resources and assets for IT service operations, while optimizing costs and maximizing value.
• Develop and maintain a high-performance culture within the service operations
• Provide coaching, mentoring, training and career development opportunities for the service operations staff.

Who You Are

• Degree in computer science, information systems, or related field, or equivalent work experience.
• At least 8 years of experience in Service Management. Including change, problem, incident and service optimization.
• ITIL certified desired.
• Experience in IT Support.
• Excellent communication, collaboration, and problem-solving skills.
• Excellent presenting and influencing skills.
• Skilled in tactical incident decision making
• Platform experience in M365, Workday, Service Now and SAP.
• Breadth of understanding in IT Applications.
• Project and Program Management experience.
• Strong Process and Governance skills.
• Strong ability to work with data and drive insight.
• Excellent Team Management and People Management skills.
• Continuous improvement mindset.

Being You

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations.  At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Get Referred!

If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.