Service Delivery Manager

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

Are you passionate about delivering exceptional service and helping customers achieve meaningful business outcomes through technology? Join Kyndryl as a Service Delivery Manager, where you will play a critical role in ensuring our customers receive high-quality, reliable technology services within agreed contractual frameworks and service levels.

In this customer-centric role, you will be accountable for the end-to-end delivery, performance, and continual improvement of services provided to the customer. You will lead and coordinate teams of technical professionals to deliver reliable information technology services across systems, software, applications, cloud platforms, infrastructure, and networked environments, ensuring solutions remain aligned with evolving customer business needs.

As a Kyndryl Service Delivery Manager, you will be integrated within the customer account structure and serve as a trusted customer-facing leader. Your understanding of Kyndryl services, contractual commitments, and customer business priorities will enable you to identify opportunities for service improvement, address operational challenges, and deliver solutions that improve customer outcomes.

You will work closely with Kyndryl Delivery Partners, Architects, SREs, technical teams, subject matter experts, vendors, and customer stakeholders to ensure clear ownership and accountability for service delivery. You will provide leadership and direction to the teams responsible for delivering, managing, maintaining, supporting, and deploying IT services.

You will oversee incidents, problems, changes, service requests, risks, and escalations, ensuring issues are addressed effectively and customers receive timely, transparent communication. You will monitor SLAs, KPIs, service performance, operational risks, and customer satisfaction, driving root-cause analysis and continual service improvement to maintain reliable and efficient services.

Collaboration will be central to your success. You will partner with customers and Kyndryl teams to design, deliver, operate, and continually improve secure, reliable, available, and maintainable services. Through a "one team with the customer" approach, you will build strong relationships, promote accountability, and ensure Kyndryl continues to be recognized as a trusted technology and service delivery partner.

If you are ready to lead high-performing teams, strengthen customer relationships, drive operational excellence, and continually improve the services our customers depend on, join Kyndryl as a Service Delivery Manager and help shape the future of technology service delivery.

Your Future at Kyndryl

Kyndryl's global footprint provides opportunities to work with customers and collaborate with colleagues around the world. As a Kyndryl Service Delivery Manager, you will have opportunities to expand your expertise across service management, customer engagement, emerging technologies, automation, cloud, applications, infrastructure, and digital transformation while continuing to develop your leadership and delivery management capabilities.

Kyndryl currently does not require employees to be fully vaccinated against COVID-19, however, if you are hired to work at a client, customer, or partner location, you may be required to show proof of vaccination to align with their respective COVID-19 vaccination policies. Those who believe they are eligible may apply for a medical or religious accommodation prior to the start of employment.

Who You Are

Required Skills and Experience

You’re good at what you do and possess the experience to prove it. Equally important, you have a growth mindset and are committed to driving your own personal and professional development. You are customer-focused, prioritizing customer success, service quality, and measurable business outcomes. You are open and borderless, naturally inclusive and collaborative in how you work with customers, colleagues, and partners.

• 5+ years of experience leading service delivery teams and delivering high-quality IT services to enterprise customers.
• Experience as a Service Delivery Manager, Delivery Lead, or similar customer-facing IT service management role.
• Strong knowledge of Kyndryl capabilities, managed services, technology platforms, service delivery models, and strategic technology partners.
• Demonstrated experience managing SLAs, KPIs, service performance, customer satisfaction, operational risks, and contractual commitments.
• Experience leading teams through incident, problem, change, request, and escalation management, including root-cause analysis and corrective action planning.
• Ability to partner effectively with Kyndryl Delivery Partners, Architects, SREs, technical teams, vendors, and customer stakeholders to achieve positive customer and business outcomes.
• Working knowledge of AIOps, automation, operational analytics, and continual service improvement, with an innovation-oriented mindset.
• Strong customer-facing skills with the ability to lead service reviews, governance meetings, escalations, and regular performance discussions.
• Proven ability to lead and develop delivery resources, promoting collaboration, accountability, professional growth, and a "one team with the customer" philosophy.
• Strong organizational, communication, stakeholder-management, and problem-solving skills with the ability to operate effectively in complex enterprise environments.

Preferred Skills and Experience

• Bachelor's degree or equivalent relevant professional experience.
• ITIL, PMP, Six Sigma, Agile, or related service/project management certification.
• Experience working within large enterprise managed services or global customer environments.
• Experience managing multiple technology services across infrastructure, cloud, network, security, applications, or workplace services.
• Experience identifying and implementing service improvements, automation opportunities, operational efficiencies, and risk-reduction initiatives.
• Strong executive-level communication and presentation skills, with the ability to translate technical and operational issues into clear business impacts and recommendations.

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.

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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.

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Drive progress with purpose

At Kyndryl, we achieve progress the world depends on, with purpose. Beginning with the purpose that matters to you. Because here, you will be part of a culture designed with purpose. One that is restless, empathetic and devoted. Where we are committed to sustainable progress for our customers and supporting the communities where we work and live. All of you is what we want. And what we need. Join us, and together, we can advance the vital systems that power human progress.