Service Excellence 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 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 programme outcomes.

• Service Excellence Strategy & Framework:
  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.
• KPI, SLA & Performance Management:
  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.
• Operate & Transform Leadership:
  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.
• Service Integration & Governance:
  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.
• Customer & Stakeholder
  
  Experience:
  
  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.
• Knowledge Transfer & Sustainability:
  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 specialise 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 prioritises 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 experience
• Strong SLA, KPI, and service performance governance capability
• Leadership in service operations, transformation, and continuous improvement
• Experience in service integration and multi‑supplier environments

• Experience in large‑scale IT / managed services programs
• Exposure to Build–Operate–Transform delivery models
• Strong client‑facing and executive stakeholder…