Service Excellence Leader

Kyndryl; Al Bateen; Hybrid; AED 450,000 - 700,000; Full time

Job summary

Kyndryl is seeking a Service Integration Leader to orchestrate MSP management and governance across GovDigital, internal teams, and external providers. You will ensure services are delivered against SLAs and KPIs, overseeing end-to-end operations and the transition of services into steady-state operations.

You will lead cross-functional teams, drive continuous improvement, and shape governance across Build, Operate, Transform, and Transfer phases, while promoting collaboration and a culture of

Qualifications

• 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

Responsibilities

• Lead the overall Service Integration organization and manage the Service Integration teams.
• Oversee teams across Control Tower Management, Risk Management, Performance Management, Administration, Supervision and assign leadership.
• Orchestrate end-to-end delivery of operational services to customers and users.
• Ensure operational services meet SLAs, KPIs, governance standards, and performance scorecards.
• Manage the transition of new or changed services into steady-state operations.
• Manage internal and external service providers accountable for service delivery.
• Lead governance, collaboration, and interdependencies across Service Integration and MSPs.
• Maintain the Service Integration organization structure and team composition.
• Coordinate with client Service Integration Owner on priorities and governance updates.
• Drive performance during Operate & Transform and support Transfer phases.

Skills

Service management

Operations

Quality management

SLA governance

Leadership

Multi-supplier environment

Job description

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 Service Integration Leader leads the Service Integration and MSP Management services within the program. The role is accountable for orchestrating operational service delivery across GovDigital, internal teams, external service providers, and Managed Service Providers, ensuring services are delivered in line with agreed SLAs, KPIs, governance standards, and performance expectations.

Key Responsibilities

• Lead the overall Service Integration organization and manage the Service Integration teams.
• Oversee the following teams: Control Tower Management Risk Management Performance Management Administration Supervision Assign team leadership across Service Integration teams and manage role allocation.
• Orchestrate end-to-end delivery of operational services to customers and users.
• Ensure operational services are delivered according to agreed SLAs, KPIs, governance standards, and performance scorecards.
• Manage the transition of new or changed services into steady-state operations.
• Manage internal and external service providers accountable for service delivery.
• Lead governance, collaboration, performance management, compliance, and interdependencies across Service Integration, Modern Operations, IT Service Architecture, internal teams, and external MSPs.
• Maintain and update the Service Integration organization structure and team composition when required.
• Work with the client Service Integration Owner to agree priorities, governance updates, and implementation actions.
• Drive operational performance during the Operate & Transform phase, including continuous improvement and modernization.
• Support knowledge transfer, shadowing, and final operational handover during the Transfer phase.

Scope of Accountability

The Service Integration Leader is accountable for ensuring that the Service Integration capability enables a performance-based operating model. This includes integrating multiple providers, managing dependencies, supporting operational governance, and enabling service excellence throughout the Build, Operate, Transform, and Transfer phases.

Expected Outcomes

• A functioning Service Integration operating model.
• Clear governance across providers and operational teams.
• Improved service performance against SLAs and KPIs.
• Effective MSP coordination and onboarding.
• Integrated operational reporting and performance management.
• Successful transfer of Service Integration knowledge and operations to client.

Your Future at Kyndryl

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 specialize in a specific sector, you can find your opportunity here.

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 your work. And finally, you're open and borderless – naturally inclusive in how you work with others.

Required Skills and Experience

• 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

Preferred Skills and Experience

• Experience in large-scale IT / managed services programs
• Exposure to Build-Operate-Transform delivery models
• Strong client-facing and executive stakeholder engagement experience

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 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.

Our commitment to progress

At Kyndryl, we achieve progress the world depends on, with purpose. Beginning with the purpose that matters to you. Because here, you will be part of a culture designed with purpose. One that is restless, empathetic and devoted. Where we are committed to sustainable progress for our customers and supporting the communities where we work and live. All of you is what we want. And what we need. Join us, and together, we can advance the vital systems that power human progress.