Technical Delivery Manager

You'll be the go-to person for our customers who require assistance with highly technical or sophisticated products, as well as for customer installations and training. With your passion for technology, you'll provide world-class support that exceeds customer expectations.

As Technical Delivery Manager, you'll perform varying degrees of problem determination and resolution of desktop hardware and software issues using your technical expertise and available resources to ensure that our customers' issues are resolved efficiently and effectively. You'll also have the opportunity to perform installs, moves, adds, and changes (IMAC) activities, as well as data backup and restore on certain accounts for clients, ensuring that all related administrative duties are completed within Service Level Agreement objectives.

You will develop a deep understanding of the local and regional infrastructure, as well as key contacts in other competencies, which will enable you to ensure that the proper team is aware of - and taking action on the problem.

If you're a technical wizard, a customer service superstar, and have an unquenchable thirst for knowledge, we want you to join our team.

You will be responsible for liaison with the customer as focal point for all high priority & major incidents reported. Initiate weekly meeting calls with customers along with internal teams presenting them on the ongoing issues, challenges/risk on the current project, open incidents/changes. You will provide technical direction and coordination to the resolver groups involved. You will provide support and participate in the change control board and change control process. You will work closely with the change management team to manage and complete scheduled infrastructure changes for the clients effectively on time. You will daily interact with the client executives about the customer requirements/issues and ensure they are implemented as per the process. Provide appropriate inputs to the problem management process, RCA preparation. You will develop an understanding of the client's organizational structure and infrastructure environment. You will drive group chats and bridge calls effectively to resolve incidents. responsible to handle conflict situations and make quick decision while driving incidents. Manage and drive third parties to the quick resolution of incidents. Use escalation matrix appropriately to get appropriate level of focus from technical teams and management. Identify problem investigation, assignment issues, acting as an initial escalation point for day-to-day problem management issues & Agreeing closure of problem investigations.

You are responsible to create awareness campaign amongst IT staff about problem management. monitoring regular problem measurements e.g. KPI's, ensure that key knowledge is passed from the problem management process out into other processes (ensuring that lessons learnt are recorded in the various knowledge bases held within the account teams, and shared wherever beneficial). Co-ordinate the focus of detailed trending aligned with target areas identified. conduct high level overview trending (especially around critical incidents), provide feedback to incident categorization based upon findings in problem management to improve the quality of MI available.

Your Future at Kyndryl
Imagine being part of a dynamic team that values your growth and development. As Technical Support at Kyndryl, you'll receive an extensive and diverse set of technical trainings, including cloud technology, and free certifications to enhance your skills and expertise. You'll have the opportunity to pursue a career in advanced technical roles and beyond - taking your future to the next level. With Kyndryl, the sky's the limit.

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

• 8+ years of experience leading delivery teams and quality services to customers.
• Experience in leading teams through incident, problem and change management, as well as root cause analysis.
• Ability to partner with Delivery Partner(s) and work with SREs to generate positive customer outcomes.
• AIOps hands-on knowledge, automation and innovation-oriented mindset.
• Possess excellent written and verbal communication skills.
• Good understanding of IT infrastructure services.
• Experience in handling day-to-day problem issues and escalating to resolver groups when required to ensure targets are met & Facilitate between resolver groups, customers and 3rd parties as required.
• Experience in developing problem management procedures, when required & identifying incidents with high impact to the business, high cost etc.
• Understanding of initiating and undertaking service improvement programs, enabling the business to fully accrue the benefits of having an IT service through reducing service problems/loss of service (which presumably cost the business money), better understanding of the nature of service problems.

Preferred Skills and Experience

• Bachelor's Degree
• 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.