Lead Digitial Workplace Service Domain

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 The role will be accountable for delivering exceptional end-user experience, driving service excellence, enabling AI-led workplace transformation, and managing a globally distributed workforce of approximately 400 resources. The successful candidate will own the end-to-end Digital Workplace portfolio including Remote Service Desk, Deskside Support, Endpoint Management, Asset Lifecycle Management, Endpoint Compliance, Self-Heal and Self-Help platforms, and workflow orchestration through Agentic AI solutions. What You do This leadership role requires a proven track record of improving customer satisfaction, increasing operational efficiency, optimizing workforce productivity, and delivering measurable business outcomes in large enterprise environments. Key Responsibilities

• Lead end-to-end Digital Workplace Services for a global enterprise environment.
• Manage Global Service Desk, End User Support, and Deskside Support operations.
• Drive service excellence through improved SLA, FCR, MTTR, and CSAT performance.
• Lead Endpoint Management , device lifecycle, patching, software deployment, and workplace engineering.
• Oversee Asset Management , inventory governance, refresh programs, and lifecycle compliance.
• Define and execute Automation, AI, and Digital Workplace Transformation initiatives.
• Enhance Digital Employee Experience (DEX) and customer satisfaction programs.
• Lead and develop a global workforce of approximately 400 service delivery professionals .
• Manage service delivery budgets, resource planning, and cost optimization initiatives. Your Future at Kyndryl Imagine being part of a dynamic team that values your growth and development. As Technical Support at Kyndryl, you'll receive an extensive and diverse set of technical trainings, including cloud technology, and free certifications to enhance your skills and expertise. You'll have the opportunity to pursue a career in advanced technical roles and beyond – taking your future to the next level. With Kyndryl, the sky's the limit Who You Are 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 Technical and professional Experience:
• Extensive experience managing Digital Workplace Services in a large-scale global environment.
• Strong leadership experience managing Global Service Desk , End User Support, and Workplace Operations.
• Expertise in IT Service Management (ITSM) frameworks and service governance.
• Experience leading large global teams (300+ employees preferred). Preferred Technical and Professional Experience
• Experience supporting 50,000+ users in a multinational environment.
• ITIL Foundation / ITIL Expert Certification.
• Experience with GenAI-powered support platforms and Agentic AI solutions.
• Exposure to ServiceNow Workplace and ITSM platforms.
• Experience implementing Self-Heal and Self-Service support solutions.
• Expertise in Digital Employee Experience (DEX) tools such as Nexthink, Lakeside, or similar.
• Knowledge of Workplace Analytics and Experience Management platforms Being You 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.