Service Excellence Leader

About the Company

About the Role

Responsibilities

• ● 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.

Requirements

• ● 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
• ● + 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
• ● Preferred Skills and Experience
• ● Exposure to Build-Operate-Transform delivery models
• ● Strong client-facing and executive stakeholder engagement experience
• ● 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.