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.

Job Description:

• Lead and manage a team of digital workplace specialists, providing guidance, mentorship, and support. Drive continuous development and knowledge-sharing within the team to ensure technical excellence.
• Develop and execute the strategic roadmap for digital workplace services, ensuring alignment with business goals and objectives. Drive the adoption of modern workplace technologies that improve collaboration, efficiency, and employee satisfaction.
• Lead the design, deployment, and ongoing management of digital workplace services, including collaboration tools, endpoints (e.g., laptops, mobile devices), cloud services, and communication platforms.
• Ensure a seamless and productive digital experience for all employees by monitoring service quality, addressing user concerns, and driving improvements in IT support and service delivery.
• Work closely with IT infrastructure, security, and application teams to ensure the successful implementation and integration of digital workplace solutions. Act as a liaison between business stakeholders and the IT team to align digital workplace initiatives with business requirements.
• Identify opportunities for process automation, system optimization, and cost-saving initiatives. Lead efforts to continuously enhance DWS processes, tools, and overall service delivery.
• Stay up-to-date with emerging digital workplace trends, technologies, and best practices. Evaluate new solutions and recommend innovative tools or processes to enhance employee productivity and the overall digital workplace experience.
• Act as the escalation point for high-priority issues or complex service requests related to digital workplace tools and platforms. Collaborate with teams to resolve issues quickly and effectively.
• Work closely with external vendors and service providers to ensure the successful delivery and support of digital workplace technologies and services.
• Track and report on key performance metrics for digital workplace services. Regularly assess the effectiveness of implemented solutions, identify gaps, and propose improvements based on user feedback and data.

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

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 Skills and Experience

• Minimum of 8 years of experience in Digital Workplace Services, IT infrastructure, or IT support, with at least 6 years in a leadership or SME capacity.
• Proven experience with collaboration tools (e.g., Microsoft 365, Microsoft Teams, Slack), endpoint management, cloud platforms (e.g., Azure, AWS), and modern workplace technologies.
• Strong expertise in IT service management (ITSM) frameworks such as ITIL and experience with service delivery models.
• Experience with managing enterprise-level digital workplace projects and services, including solution design, implementation, and optimization.
• Strong leadership skills with the ability to manage and motivate teams, foster collaboration, and drive change within an organization.
• Excellent communication and interpersonal skills with the ability to engage with business leaders and stakeholders to understand their needs and communicate technical information effectively.
• Strong problem-solving and analytical skills with the ability to design, implement, and manage complex solutions.

Preferred Skills and Experience

Bachelor's degree in related technical field or equivalent practical experience
Experience with an ITIL driven service organization
Six Sigma, PMP, and/or ITIL certifications

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.