Digitial Workplace Service Domain Lead

Kyndryl

Dadri, Greater Noida

On-site

INR 4,500,000 - 7,000,000

Full time

4 days ago

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Job summary

Kyndryl is seeking a senior leader to own end-to-end Digital Workplace Services for a global enterprise. You will oversee 80,000 users across 29 countries, guiding strategy, governance and delivery excellence across all workplace service towers.

You will drive improvements in FCR, MTTR, CSAT and service levels while leading a 400-strong globally distributed team, focusing on automation, AI-enabled support, and customer-centric outcomes.

Qualifications

18+ years of IT Services experience with significant leadership experience in Digital Workplace Services.
Proven experience managing large-scale Digital Workplace operations supporting 50,000+ users.
Experience leading global service delivery organisations with 300+ resources.
Strong background in: Service Desk Operations, Deskside Support, Endpoint Management, Asset Management, Workplace Engineering, IT Service Management.
Demonstrated success in improving customer satisfaction and operational performance.
Experience delivering workplace transformation initiatives involving AI and automation technologies.
Strong domestic customer management experience with multi-country delivery exposure.

Responsibilities

Own end-to-end Digital Workplace Services delivery for a global enterprise environment supporting approximately 80,000 users across 29 countries.
Lead strategy, governance, delivery excellence and continuous improvement across all workplace service towers.
Ensure consistent service delivery aligned to business objectives, contractual commitments and customer expectations.
Act as the executive escalation point for workplace services and critical incidents.
Lead global Remote Service Desk operations.
Drive improvements in First Contact Resolution (FCR), Mean Time to Resolution (MTTR), Service Level Achievement and CSAT.
Establish service standards and operational discipline across regional delivery teams.
Drive multilingual, customer-centric support models for a geographically distributed workforce.
Manage global deskside support operations.
Standardise delivery processes and workplace support experiences across regions.
Ensure effective onsite support governance, workforce planning and operational efficiency.
Provide leadership across: Endpoint Management, Device Lifecycle Management, Endpoint Security & Compliance, Software Distribution, Patch Management, Modern Workplace Technologies, Digital Employee Experience platforms.
Drive adoption of predictive and proactive endpoint support capabilities.
Own global workplace asset governance.
Manage procurement alignment, inventory accuracy, refresh programmes and asset lifecycle compliance.
Ensure financial optimisation through effective utilisation and lifecycle strategies.
Define and execute Digital Workplace automation strategy.
Drive adoption of Self-Heal capabilities, Self-Service platforms, Virtual Assistants, GenAI-enabled support solutions, Agentic AI workflow orchestration, Knowledge Automation.
Identify opportunities to reduce manual effort and improve user experience through intelligent automation.
Establish Voice of Customer programmes to continuously improve employee experience.
Develop customer success metrics and executive dashboards.
Drive measurable improvements in CSAT, Employee Experience Scores, Productivity Metrics, Operational Efficiency, Service Quality.
Lead, mentor and develop a globally distributed organisation of approximately 400 service delivery professionals.
Build a high-performance culture focused on accountability, innovation and customer success.
Drive workforce optimisation, skills transformation and succession planning.
Manage global delivery budgets and resource planning.
Identify opportunities for cost optimisation without impacting service quality.
Drive productivity improvements through automation and operational efficiencies.
Build trusted relationships with customer CIOs, IT Leadership, Business Leaders and executive stakeholders.
Lead operational governance, service reviews and transformation steering committees.
Present service performance, risk mitigation and transformation roadmaps to senior leadership

Skills

Digital Workplace

Executive Leadership

Service Desk Ops

Deskside Support

Endpoint Management

Asset Management

Workplace Engineering

IT Service Management

AI & Automation

Global Delivery

Customer Satisfaction

Tools

Intune

Endpoint Manager

Microsoft 365

Windows

ServiceNow

Nexthink

Systrack

Power Platform

GenAI Platforms

Asset Management Tools

Knowledge Management

Workflow Automation

Job description

Role & responsibilities

Digital Workplace Service Leadership

Own end-to-end Digital Workplace Services delivery for a global enterprise environment supporting approximately 80,000 users across 29 countries.
Lead strategy, governance, delivery excellence and continuous improvement across all workplace service towers.
Ensure consistent service delivery aligned to business objectives, contractual commitments and customer expectations.
Act as the executive escalation point for workplace services and critical incidents.

Global Service Desk & End User Support

Lead global Remote Service Desk operations.
Drive improvements in First Contact Resolution (FCR), Mean Time to Resolution (MTTR), Service Level Achievement and Customer Satisfaction (CSAT).
Establish service standards and operational discipline across regional delivery teams.
Drive multilingual, customer-centric support models for a geographically distributed workforce.

Deskside & Field Support Services

Manage global deskside support operations.
Standardise delivery processes and workplace support experiences across regions.
Ensure effective onsite support governance, workforce planning and operational efficiency.

Endpoint & Workplace Engineering

Provide leadership across:
- Endpoint Management
- Device Lifecycle Management
- Endpoint Security & Compliance
- Software Distribution
- Patch Management
- Modern Workplace Technologies
- Digital Employee Experience platforms
Drive adoption of predictive and proactive endpoint support capabilities.

Asset & Lifecycle Management

Own global workplace asset governance.
Manage procurement alignment, inventory accuracy, refresh programmes and asset lifecycle compliance.
Ensure financial optimisation through effective utilisation and lifecycle strategies.

Automation & AI Transformation

Define and execute Digital Workplace automation strategy.
Drive adoption of:
- Self-Heal capabilities
- Self-Service platforms
- Virtual Assistants
- GenAI-enabled support solutions
- Agentic AI workflow orchestration
- Knowledge Automation
Identify opportunities to reduce manual effort and improve user experience through intelligent automation.

Customer Experience & Service Excellence

Establish Voice of Customer programmes to continuously improve employee experience.
Develop customer success metrics and executive dashboards.
Drive measurable improvements in:
- CSAT
- Employee Experience Scores
- Productivity Metrics
- Operational Efficiency
- Service Quality

Workforce Leadership

Lead, mentor and develop a globally distributed organisation of approximately 400 service delivery professionals.
Build a high-performance culture focused on accountability, innovation and customer success.
Drive workforce optimisation, skills transformation and succession planning.

Financial & Commercial Accountability

Manage global delivery budgets and resource planning.
Identify opportunities for cost optimisation without impacting service quality.
Drive productivity improvements through automation and operational efficiencies.

Stakeholder Management

Build trusted relationships with customer CIOs, IT Leadership, Business Leaders and executive stakeholders.
Lead operational governance, service reviews and transformation steering committees.
Present service performance, risk mitigation and transformation roadmaps to senior leadership

Preferred candidate profile

equired Experience

18+ years of IT Services experience with significant leadership experience in Digital Workplace Services.
Proven experience managing large-scale Digital Workplace operations supporting 50,000+ users.
Experience leading global service delivery organisations with 300+ resources.
Strong background in:
- Service Desk Operations
- Deskside Support
- Endpoint Management
- Asset Management
- Workplace Engineering
- IT Service Management
Demonstrated success in improving customer satisfaction and operational performance.
Experience delivering workplace transformation initiatives involving AI and automation technologies.
Strong domestic customer management experience with multi-country delivery exposure.