Service Excellence Leader — Strategy & Transformation

Kyndryl; Abu Dhabi; In loco; AED 350.000 - 550.000; Tempo pieno

Descrizione del lavoro

Kyndryl is seeking a Service Excellence Leader to design, embed, and operationalize a service excellence framework across the program lifecycle, aligning with SLAs, KPIs, ISO standards, and business outcomes.

You will lead the vision, establish governance, manage performance dashboards, and drive continuous improvement with internal teams and external partners in Build, Operate, and Transform phases.

Competenze

• 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.

Mansioni

• 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.
• 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.
• 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.
• 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.
• 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.
• Lead service excellence knowledge transfer, documentation, and capability uplift activities.
• Prepare client stakeholders for successful Transfer, ensuring service excellence capabilities are internalized.
• Ensure service excellence processes and KPIs are sustainable

Conoscenze

Service management

Operations

Quality management

Transformation

SLA governance

KPI governance

Leadership

Service integration

Multi-supplier experience

Descrizione del lavoro

Kyndryl is seeking a Service Excellence Leader to design, embed, and operationalize a service excellence framework across the program lifecycle, aligning with SLAs, KPIs, ISO standards, and business outcomes.

You will lead the vision, establish governance, manage performance dashboards, and drive continuous improvement with internal teams and external partners in Build, Operate, and Transform phases.