Service Delivery Leader - IT Infrastructure Managed Services

Service Delivery Leader

Who We Are

At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses.  We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.

The Role

1. End-to-End Service Delivery Ownership

· Own end-to-end service delivery for Infrastructure Managed Services in line with contract, SLAs, OLAs, and KPIs.

· Act as the primary escalation point for service-related issues and ensure timely resolution.

· Ensure 24x7 service availability, stability, and operational excellence across all infra towers.

· Drive adherence to ITIL-based service management processes (Incident, Problem, Change, Request, Capacity, Availability).

2. SLA, KPI & Performance Management

· Define, track, and report SLA/KPI performance (availability, MTTR, incident volumes, change success rate, etc.).

· Lead service review meetings (Daily Ops, Weekly Ops, Monthly Service Reviews, QBRs).

· Perform trend analysis on incidents, alerts, and performance data.

· Own SLA breach management, root cause analysis, and preventive actions.

· Ensure penalty avoidance and contractual compliance.

3. Incident, Problem & Major Incident Management

· Govern Major Incident (P1/P2) management, including bridge coordination and stakeholder communication.

· Ensure RCA preparation, quality validation, and closure within agreed timelines.

· Drive problem management for recurring incidents and chronic issues.

· Review repeat incidents, alerts, and automation opportunities.

4. Change & Release Governance

· Ensure proper Change Management governance (CAB participation, approvals, risk assessment).

· Validate change success rate, rollback readiness, and post-implementation reviews.

· Coordinate infra changes across multiple towers and third-party vendors.

· Minimize service disruption through robust planning and communication.

5. Financial & Commercial Management

· Own service delivery financials including:

o Run-rate management

o Cost optimization initiatives

o Resource utilization

· Support invoicing, billing validation, and dispute resolution.

· Manage scope changes, service requests, and commercial impact analysis.

· Drive productivity improvements through automation and standardization.

6. Stakeholder & Customer Management

· Act as trusted advisor and primary interface with customer leadership.

· Build strong relationships with client IT, business stakeholders, and vendors.

· Proactively communicate service health, risks, and improvement initiatives.

· Handle escalations with a calm, solution-oriented approach.

7. Team Leadership & Vendor Management

· Lead cross-functional delivery teams (L1/L2/L3, SMEs, Tower Leads).

· Coordinate with OEMs, cloud providers, and third-party vendors.

· Ensure proper staffing, skill coverage, and on-call readiness.

· Drive performance reviews, coaching, and capability development.

8. Continual Service Improvement (CSI) & Automation

· Identify and implement CSI initiatives to improve service quality and efficiency.

· Drive automation, self-healing, and monitoring optimization.

· Reduce incident volumes, MTTR, and manual effort.

· Support transformation initiatives (cloud migration, tool upgrades, process maturity).

9. Governance, Risk & Compliance

· Ensure compliance with security, audit, and regulatory requirements (ISO, SOC, SOX, etc.).

· Manage operational risks and maintain risk registers.

· Support internal and external audits.

· Ensure documentation, SOPs, and runbooks are maintained and updated.

Who You Are

Skills & Competencies

Technical & Process Skills

· Strong understanding of Infrastructure domains:

o Data Center (Windows/Linux, Virtualization, Storage)

o Cloud (AWS/Azure/GCP – operational perspective)

o Network & Security

o Workplace & Service Desk

· Strong knowledge of ITIL / ITSM processes

· Experience with ITSM tools (ServiceNow, Remedy, etc.)

· Understanding of monitoring & observability tools (Datadog, Splunk, SCOM, etc.)

Leadership & Soft Skills

· Strong customer-facing communication and presentation skills

· Excellent stakeholder management & escalation handling

· Decision-making under pressure

· Financial and commercial acumen

· Ability to manage large, distributed teams

Experience & Qualifications

· 20+ years of IT Infrastructure and Service Delivery management experience

· 10+ years in Service Delivery / Operations Leadership role

· Experience managing large enterprise managed services contracts

· ITIL v3/v4 certification preferred

· PMP / Prince2 / Agile certifications – added advantage

Being You

The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way.

What You Can Expect

Your career with us isn’t just a job—it’s an adventure with purpose.  We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best.

From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth.

We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success.

We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next.

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.

Experience Level

Senior Level