First Service Leader Job Charlotte area,North Carolina USA,IT/Tech

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

We are looking for a First Service Leader (FSL) with strong experience in IT infrastructure service management and leading high-performance teams. In this strategic and operational role, you will lead a multidisciplinary Fusion Squad (L1, L2, and L3 support), responsible for ensuring delivery excellence, critical environment stability, and direct alignment between technical operations and client business priorities. The FSL serves as the intersection between daily operations, service governance (ITIL/Agile), executive clients, and technology transformation initiatives (automation, efficiency, and innovation).

Main

Responsibilities

Operational Leadership and Team Management:
Lead and coordinate multidisciplinary cells (Fusion Squads) and geographically distributed teams in operational support models (including 24/7 coverage). Develop technical talent, manage performance, define career plans, and promote team capability building. Minimize internal handoffs and dependencies, optimizing workflow and seamless value delivery. Foster a customer-centric culture, collaboration, and accountability for end-to-end service outcomes.

Service Governance and Operational Excellence:
Oversee comprehensive service management under ITIL frameworks, ensuring the stability, availability, continuity, and security of critical enterprise environments. Monitor and strictly enforce compliance with contractually agreed SLAs, KPIs, MTTR, and quality or financial metrics. Lead crisis management, critical incidents, problem management, and root cause analysis (RCA). Direct operational committees, executive service reviews, and proactive operational risk management.

Transformation, Automation, and Innovation:
Drive the operational modernization roadmap through the implementation of automation (Ansible, CI/CD, scripting) to reduce manual effort. Lead standardization, knowledge management, and cost/resource optimization initiatives. Evolve service delivery toward a model based on observability, operational efficiency, and SRE/Dev Ops practices.

Relationship and Stakeholder Management:
Act as the primary point of contact and key interlocutor among the client, Delivery Managers, Architects, SREs, and senior leaders. Translate business requirements and challenges into strategic roadmaps and efficient operational solutions.

Who You Are

General

Experience:

Minimum of 8 years of experience in IT infrastructure service management / IT Delivery.

Technical Leadership:
Minimum of 5 years leading multidisciplinary technical teams (L1, L2, and L3) and interacting with executive stakeholders.

Technical Expertise (in one or more of the following specialties):

Networking & Connectivity:
Cisco Routing & Switching, Cisco ACI, SD-WAN, F5, Citrix Net Scaler, inter-Data Center connectivity.
Backup & Storage:
Enterprise storage and backup solutions (focusing on IBM and DELL platforms).
Middleware & Applications:
Web Sphere (ND/Base), IBM HTTP Server, Apache Tomcat, JBoss/Red Hat EAP, IBM MQ, Oracle Web Logic in hybrid environments (Linux, AIX, Cloud).
Operating Systems:
Administration and critical infrastructure in Windows Server, Linux (RHEL), AIX, Unix, and virtualized/VMware environments.
Data Management / Databases:
Ma…