Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

Are you passionate about delivering exceptional service and revolutionizing the world of technology? We have an incredible opportunity for a talented individual to join our dynamic team as a Delivery Management Lead. In this customer-centric role, you will play a pivotal role in ensuring our customers receive top-notch service within a contractual framework.As a visionary leader, you will inspire and guide our team of experts to deliver high-quality and reliable information technology services. Leading an expansive team of Deskside Support and Field Services technicians, you will align our experts and solutions perfectly with our customers' evolving business needs. Your deep knowledge of the services we provide paired with your understanding of customer businesses, will enable you to propose and implement tailored solutions that exceed their expectations.You will be an integrated part of our customer account structure, fostering strong relationships with our customers and collaborating closely with our Delivery Partner, Delivery Managers and Site Leaders. Together, you will create an environment that promotes innovation, collaboration, and customer success. By owning the technical and leadership support for our Deskside Support and Field Services technicians, subject matter experts, and support personnel, you will empower them to deliver, manage, maintain, and deploy Deskside Services effectively.When it comes to troubleshooting break/fix incidents, end user laptop/desktop related issues, problems, and escalations, you will be at the forefront, providing swift oversight and support to resolve any issues that may arise in malfunctioning services, operations, software, or equipment. Your expertise will be crucial in ensuring that our systems run smoothly, offering our customers a seamless experience.As a Delivery Management Lead, you will have the unique opportunity to collaborate with an exceptional team of Delivery Partners, Delivery Managers, Site Leads, client management and Field Services technicians. Together, you will co-create, design, deploy, and maintain reliable, available, and future-proof systems and services. Your innovative ideas and leadership skills will play a vital role in shaping the technological landscape of our organization and the industry as a whole.If you are ready to make an impact, drive customer success, and be at the forefront of technological advancements, this is the role for you. Join our team and be part of an exhilarating journey as we reshape the IT services landscape with creativity, passion, and excellence.

Main Responsibilities:

Assist in recruiting and hiring skilled technicians and Site Leads to build a robust and competent team
Monitor the overall ticket backlog to ensure timely resolution and efficient workflow management
Address concerns related to professionalism and performance for both Site Leads and Field Services technicians to maintain high standards across the team
Provide support to customer leaders and management, Delivery Partner and Delivery Managers by ensuring that operations run smoothly and helping resolve any escalations or challenges
Work with Project Managers to align on and execute key deliverables, ensuring projects are completed successfully and on schedule
Lead and organize regular meetings for Site Leads and technicians to discuss updates, challenges, and strategies for improvement
Serve as the primary channel for relaying critical information to teams, ensuring that communication is clear, consistent, and timely

Your Future at KyndrylKyndryl has a global footprint, which means that as a Delivery Management Lead at Kyndryl you will have opportunities to work on projects and collaborate with colleagues from across the United States. This role is dynamic and influential – offering a wide range of professional and personal growth opportunities that you won’t find anywhere else.

Kyndryl currently does not require employees to be fully vaccinated against COVID-19, however, if you are hired to work at a client, customer, or partner location, you may be required to show proof of vaccination to align with their respective COVID-19 vaccination policies. Those who believe they are eligible may apply for a medical or religious accommodation prior to the start of employment.

Who You Are

Required Skills and Experience

5+ years of experience leading Delivery and Deskside/Field Services teams and providing quality services to customersSound knowledge of Kyndryl competencies, managed platforms, IT services, technology vendors
Experience in leading technical teams through break/fix incidents, end user device and peripheral issues and concerns
Ability to partner with Delivery Partner(s) and work with Delivery Managers to generate positive customer outcomes
AIOps hands-on knowledge, automation and innovation-oriented mindset
Well versed for direct and constant interaction with the customer
Sympathetic and empowering delivery management lead, fostering growth

Must be a US Citizen and live in the US
ServiceNow platform knowledge and experience

Preferred Skills and Experience•Bachelor's degree•Six Sigma, PMP, and/or ITIL certifications

The compensation range for the position in the U.S. is -$74,640 to $141,960based on a full-time schedule. Your actual compensation may vary depending on your geography, job-related skills and experience. For part time roles, the compensation will be adjusted appropriately. The pay or salary range will not be below any applicable state, city or local minimum wage requirement.

There is a different applicable compensation range for the following work locations:

California:$82,200 to $170,280

Colorado: $74,640 to $141,960

New York City: $89,640 to $170,280

Washington: $82,200 to $156,240

Washington DC:$82,200 to $156,240

This position will be eligible for Kyndryl’s discretionary annual bonus program, based on performance and subject to the terms of Kyndryl’s applicable plans. You may also receive a comprehensive benefits package which includes medical and dental coverage, disability, retirement benefits, paid leave, and paid time off. Note: If this is a sales commission eligible role, you will be eligible to participate in a sales commission plan in lieu of the annual discretionary bonus program.Applications will be accepted on a rolling basis.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Know Your Rights: Workplace Discrimination is Illegal

Pay Transparency Nondiscrimination Provision

Being You

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

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.