Change & Problem Manager — ITIL & ITSM Leader

Kyndryl; Ciudad de México; Hybrid; MXN 300,000 - 540,000; Full time

Job summary

Kyndryl in Mexico City is seeking a Junior Change & Problem Manager to govern Change Enablement and Problem Management practices, ensuring service stability and risk control across IT services. You will assess changes, drive root-cause analysis for high-impact incidents, and coordinate cross-functional teams to implement corrective actions.

ServiceNow experience and English proficiency are required. This role offers a hands-on path in ITSM with opportunities to participate in CABs and continuous

Qualifications

• 3+ years of experience in IT operations, IT service management, or governance roles.
• Strong knowledge of ITIL 4 with emphasis on Change Enablement, Problem, and Incident Management.
• Hands-on experience with ITSM tools, especially ServiceNow.
• Experience participating in CABs and post-incident reviews.
• Strong risk-based decision making and coordination skills.

Responsibilities

• Govern and operate Change Enablement and Problem Management to ensure service stability.
• Assess, review, and approve changes based on risk and testing readiness; monitor implementations.
• Lead root cause analyses for high-impact or recurring incidents and ensure corrective actions are closed.
• Ensure alignment between Incidents, Problems, and Changes to prevent recurrence.

Skills

Change Enablement

Problem Management

Incident Management

ServiceNow

CABs

Root Cause Analysis

Risk Management

Cross-functional Collaboration

English Proficiency

Education

Bachelor’s degree in IT or related field

Tools

ServiceNow

Job description

Kyndryl in Mexico City is seeking a Junior Change & Problem Manager to govern Change Enablement and Problem Management practices, ensuring service stability and risk control across IT services. You will assess changes, drive root-cause analysis for high-impact incidents, and coordinate cross-functional teams to implement corrective actions.

ServiceNow experience and English proficiency are required. This role offers a hands-on path in ITSM with opportunities to participate in CABs and continuous