Senior IT Service Leader, Fusion Squads & 24/7 Ops

Kyndryl; United States; Remote; USD 140,000 - 210,000; Full time

Job summary

Kyndryl is seeking a First Service Leader to oversee IT infrastructure service management, lead Fusion Squads across L1-L3 support, and ensure delivery excellence for enterprise environments.

The role emphasizes governance, crisis management, and a modernization agenda with automation, observability, and SRE/DevOps practices. Strong executive presence and stakeholder management are essential for success.

Qualifications

• Minimum of 8 years in IT infrastructure service management / IT Delivery.
• Minimum of 5 years leading multidisciplinary technical teams (L1/L2/L3) with executive stakeholders.
• Strong knowledge of ITIL v3/v4, incident/change mgmt, DRP and mission-critical environments.

Responsibilities

• Lead and coordinate Fusion Squads and distributed teams in 24/7 operational support.
• Oversee service governance, SLAs, KPIs, MTTR and RCA processes for critical environments.
• Drive automation and modernization using Ansible, CI/CD, scripting to improve efficiency and observability.
• Act as primary client liaison with Delivery Managers and senior leaders to translate business needs into roadmaps.

Skills

Strategic thinking

Executive communication

Results & metrics

Adaptive leadership

Education

ITIL Foundation v4

ITIL Managing Professional

PMP

Scrum Master

Tools

Ansible Automation

Kubernetes

CI/CD

OpenShift

VMware

Job description

Kyndryl is seeking a First Service Leader to oversee IT infrastructure service management, lead Fusion Squads across L1-L3 support, and ensure delivery excellence for enterprise environments.

The role emphasizes governance, crisis management, and a modernization agenda with automation, observability, and SRE/DevOps practices. Strong executive presence and stakeholder management are essential for success.