End User Services Delivery Lead

This job is with Kyndryl, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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 revolutionizing the world of technology? We have an incredible opportunity for a talented individual to join our dynamic team as a Delivery Management Lead. In this customer-centric role, you will play a pivotal role in ensuring our customers receive top-notch service within a contractual framework.

As a visionary leader, you will inspire and guide our team of experts to deliver high-quality and reliable information technology services. Working closely with the latest systems, software products, and networked devices, you will align our solutions perfectly with our customers' evolving business needs. Your deep knowledge of the services we provide paired with your understanding of customer businesses, will enable you to propose and implement tailored solutions that exceed their expectations.

You will be an integrated part of our customer account structure, fostering strong relationships with our customers and collaborating closely with our Delivery Partner. Together, you will create an environment that promotes innovation, collaboration, and customer success. By owning the technical and managerial support for our field engineers, technicians, system administrators, subject matter experts, and product support personnel, you will empower them to deliver, manage, maintain, and deploy IT services effectively.

When it comes to troubleshooting incidents, problems, changes, and escalations, you will be at the forefront, providing swift support to fix any issues that may arise in malfunctioning services, operations, software, or equipment. Your expertise will be crucial in ensuring that our systems run smoothly, offering our customers a seamless experience.

As a Delivery Management Lead, you will have the unique opportunity to collaborate with an exceptional team of Delivery Partners, Architects, and SREs (Site Reliability Engineers). Together, you will co-create, design, deploy, and maintain reliable, available, and future-proof systems and services. Your innovative ideas and leadership skills will play a vital role in shaping the technological landscape of our organization and the industry as a whole.

If you are ready to make an impact, drive customer success, and be at the forefront of technological advancements, this is the role for you. Join our team and be part of an exhilarating journey as we reshape the IT services landscape with creativity, passion, and excellence.

Your Future at Kyndryl

Kyndryl has a global footprint, which means that as a Delivery Management Lead at Kyndryl you will have opportunities to work on projects and collaborate with colleagues from around the world. This role is dynamic and influential - offering a wide range of professional and personal growth opportunities that you won't find anywhere else.

Who You Are

You're good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you're open and borderless - naturally inclusive in how you work with others.

Key Responsibilities :

Required Skills & Experience :

15-20 years of progressive experience in IT service delivery, with at least 5+ years in a senior leadership role.

Proven track record in managing large-scale EUS operations across geographies.

Deep understanding of ITIL, ITSM platforms (e.g., ServiceNow), and KPI-driven service management.

Strong experience in workplace transformation, collaboration tools (M365, Teams), mobility, and desktop engineering.

Technical Skills : Should be familiar with Microsoft Technologies and products which includes O365, Microsoft Exchange, M365, Mobile Device Management, Microsoft Configuration Manager, Azure AD, Virtualization VDI, Microsoft Copilot, Ms Teams and so on. ( Must to have)

Experience with remote / hybrid workforce support models.

Strong leadership, stakeholder management, and communication skills.

Ability to influence and partner with cross-functional teams globally.

Strategic Leadership

Define and lead the enterprise-wide End User Services strategy aligned with business goals.

Drive innovation in the digital workplace-implementing modern tools, self-service platforms, and automation to enhance user experience.

Collaborate with IT leadership and business stakeholders to identify opportunities for technology-driven improvements.

Contribute to GP% targets by establishing a formal program to drive YOY CTO; meet or exceed chargeable utilization targets through series of Delivery Excellence and Resource Optimization programs -Automation, Productivity, Utilization , Pyramid, Shoring and Vended Spend.

Drive client success through client centric focused delivery. Achieve Green Client Health Account target of 96%, SLA % target of 99.7%, and zero Chronic Mobility account target. Partnership with DPEs pro-actively to achieve NPS target and YTY improvement for accounts with DWS scope.

Service Delivery Management

Lead global EUS operations including Service Desk, Desktop Support, Mobility, Collaboration Tools, EUC (End User Computing), and ITSM tools.

Ensure ITIL-aligned service delivery with high SLAs, availability, and end-user satisfaction.

Monitor service KPIs, manage vendor SLAs, and implement continuous improvement initiatives.

Team & Vendor Management

Lead, mentor, and develop a global team of EUS professionals and managers.

Manage relationships with strategic partners, MSPs, and OEM vendors to ensure performance, compliance, and cost-effectiveness.

Digital Transformation

Drive workplace modernization initiatives including Windows 11 migrations, M365 adoption, VDI, and cloud-first strategies.

Evaluate and implement AI / chatbot solutions, self-healing capabilities, and predictive support.

Governance & Compliance

Ensure compliance with corporate policies, data protection regulations, and cybersecurity best practices.

Own the lifecycle management of end-user devices, software licenses, and asset management.

Stakeholder Management

Act as a key point of contact for senior business leaders regarding IT service delivery.

Foster a culture of customer-centricity and service excellence.

Preferred Qualifications :

Bachelor's / Master's Degree in Computer Science , Information Technology, or related field.

ITIL v3 / v4 Certification (Foundation or higher).

PMP / Prince2 or equivalent project management certification (nice to have).

Experience with automation, AI Ops, or digital experience monitoring (e.g., Nexthink, Lakeside, etc.) is a plus.

Success Metrics :

High user satisfaction (CSAT / NPS)

SLA adherence and incident reduction

Cost efficiency in service delivery

Innovation in digital workplace tools

Team engagement and retention

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.

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