Global 24x7 Delivery Lead — IT Services & Optimization

Kyndryl; Quezon City; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Kyndryl, Pasay City, Philippines, seeks a Delivery Management Lead to oversee a 24x7 global service delivery organization, drive performance, and ensure customer satisfaction across a complex managed services environment. You will partner with Delivery Partners and cross-functional teams to standardize best practices, manage escalations, and lead continuous improvement efforts in a fast-paced setting.

A strong customer focus and hands-on leadership are essential.

Qualifications

• 5+ years of experience leading delivery teams and quality services to customers.
• Knowledge of Kyndryl competencies, managed platforms, IT services, technology vendors.
• Experience in incident, problem and change management, root cause analysis.
• Ability to partner with Delivery Partner(s) and work with SREs to generate positive customer outcomes.
• AIOps hands-on knowledge, automation and innovation-oriented mindset.
• Well versed for direct and constant interaction with the customer.
• Sympathetic and empowering delivery resource manager, fostering growth.

Responsibilities

• Lead and oversee a 24x7 delivery operation, ensuring service stability, SLA achievement, operational excellence, and customer satisfaction.
• Act as the primary point of contact for service delivery matters, managing client relationships, governance reviews, and operational performance discussions.
• Drive incident, problem, change, and escalation management activities to ensure timely service restoration and business continuity.
• Monitor service performance, operational risks, and key metrics, implementing corrective actions and continuous improvement initiatives as needed.
• Lead, coach, and develop technical teams across multiple support functions, fostering a high-performance and collaborative culture.
• Manage workforce planning, talent development, employee engagement, and succession planning to support business objectives.
• Identify and implement opportunities to improve operational efficiency, service quality, and customer experience through process optimization and automation.
• Partner with cross-functional technical and business teams to standardize best practices, drive transformation initiatives, and deliver innovative solutions that enhance service delivery outcomes.

Skills

Delivery leadership

IT services knowledge

Incident management

Automation (AIOps)

Customer engagement

Cross-functional collaboration

Education

Bachelor's degree

Six Sigma / PMP / ITIL certs

Job description

Kyndryl, Pasay City, Philippines, seeks a Delivery Management Lead to oversee a 24x7 global service delivery organization, drive performance, and ensure customer satisfaction across a complex managed services environment. You will partner with Delivery Partners and cross-functional teams to standardize best practices, manage escalations, and lead continuous improvement efforts in a fast-paced setting.

A strong customer focus and hands-on leadership are essential.