Service Excellence Leader

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 Service Excellence Leader is responsible for designing, embedding, and operationalizing a Service Excellence framework across the Program lifecycle. The role ensures consistent, measurable, and sustainable delivery of high-quality, customer-centric services, aligned with defined SLAs, KPIs, ISO standards, and the program outcomes.

• Define and lead the Service Excellence vision, principles, and operating model in alignment with project objectives.

• Design and implement service excellence frameworks, policies, and standards across all operational towers.

• Ensure alignment with ISO-aligned Integrated Management Systems (IMS) and international best practices.

• Establish and own service excellence KPIs, scorecards, and performance dashboards.

• Drive SLA adherence, service quality, and customer outcomes across Build, Operate, and Transform phases.

• Lead continuous performance reviews, root-cause analysis, and service improvement initiatives.

• Embed a performance-based, outcome-driven service culture across internal teams and external partners.

• Govern service delivery during the Operate phase, ensuring consistent execution of defined processes.

• Lead service maturity improvements and transformation initiatives during the Transform phase.

• Work closely with Service Integration, Modern Operations, ISO, and OCM leads to ensure end-to-end service consistency.

• Define and enforce service governance, escalation models, and service ownership.

• Ensure suppliers and partners operate in line with agreed service standards and contractual obligations.

• Act as the senior service excellence point of contact for key client stakeholders.

• Drive improvements in customer experience and digital service quality.

• Ensure stakeholder feedback is translated into measurable service improvement actions.

• Lead service excellence knowledge transfer, documentation, and capability uplift activities.

• Prepare client stakeholders for successful Transfer, ensuring service excellence capabilities are internalized.

• Ensure service excellence processes and KPIs are sustainable

Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you won’t find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.

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.

• 10+ years experience in service management, operations, quality, or transformation

• Service Excellence and ISO-aligned quality management…