SD 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 ready to lead and inspire a team of talented professionals towards delivering services that make a real impact? As a Services Delivery Team Lead at Kyndryl, you'll have the opportunity to take the lead in guiding our squads towards delivering exceptional end-to-end services. As a facilitator of agile practices, you'll be instrumental in optimizing workflows, identifying bottlenecks, and eliminating obstacles to supercharge squad performance. Armed with your deep technical expertise, you'll champion high-quality deliverables throughout the technical services life-cycle, not only meeting but exceeding our customer business needs.

Your role extends beyond technical expertise - it's about understanding our customer industries and how they utilize our products to achieve their desired outcomes. You'll work in tandem with Delivery Managers to ensure that these customer service priorities are met. You'll steer your squads past technology and process roadblocks, leveraging Kyndryl Bridge's unique data insights to tailor improvements and enhance service stability.

As the go-to technical resource, you'll take the lead in troubleshooting and resolving complex service-related issues while ensuring that squad workloads align with business priorities. Your ability to communicate effectively will be crucial as you engage with client stakeholders, maintain synchronization on project progress, and provide valuable feedback to help squad members grow. You'll represent the team at user group meetings, leadership gatherings, and client interactions, deftly navigating complex scenarios as they arise.

You'll play a pivotal role in interdisciplinary service improvements projects, collaborating with other squads and creating agile teams to meet customer evolving needs. Setting and achieving challenging yet attainable team targets will be second nature to you, aligning with business metrics, performance standards, and SLAs while diligently managing individual and team performance.

As a Services Delivery Team Lead, you'll have the opportunity to leverage cutting-edge data-driven insights and AI services, following best practices to tackle intricate data management challenges and deliver data modernization and platform management services. Ideally, you'll possess both a technical background and well-developed interpersonal skills - bridging the gap between the technical and account leadership worlds and fostering a deep understanding of the team's technical resolutions.

If you're ready to lead, innovate, and drive services delivery excellence that make a difference - join us at Kyndryl and help deliver real-world impact through technology and collaboration.

Your Future at Kyndryl

Kyndryl has a global footprint, which means that as a technical leader 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.

Required Technical and Professional Experience

At least 5 years' experience as a Service Desk Lead or Manager

Led projects using Agile, Scrum, or Six Sigma methodologies

Managed a service delivery team of over 50 engineers

Successfully implemented automation initiatives that delivered measurable results.

Develop and execute governance plans to meet KPIs, SLAs, and contractual deliverables across services.

Oversee daily ticket management globally, coordinating with partners and resolver groups.

Serve as the escalation point for critical issues and provide

timely

updates to CUSTOMER service owners.

Lead SLA reviews, seek approvals, and ensure compliance with service levels.

Drive talent engagement, training, and retention initiatives to limit staff turnover.

Maintain 24x7 availability for urgent requests and escalations during key business periods.

Supervise creation, validation, and distribution of operational reports and dashboards.

Automate reporting, resolve data issues, and manage report repositories with regular backups.

Deliver actionable insights based on trend analysis for informed decision-making.

Implement ITIL processes for incident, change, and problem management.

Promote automation in service delivery via ITSM platforms and scripts to speed up responses and reduce manual work.

Initiate and apply continuous

service

improvements.

Maintain audit trails, address audit queries, and ensure compliance with reporting standards.

Roster Planning & addressing people Management issues

Preferred Technical and Professional Experience

Proficiency

in written and verbal communication

ITIL V4 certification or an equivalent qualification

required

Familiarity with the SNOW tool and dashboard

Understanding of self-healing and self-help concepts

Understanding of O365 Suites and products

Understanding of Antivirus tool and DLP

Understanding of Avaya & AWS cloud Connect

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.