Delivery Leader, Service Operations

Quiénes somos

En Kyndryl diseñamos, construimos, administramos y modernizamos los sistemas tecnológicos esenciales de los que el mundo depende cada día. ¿Por qué trabajar en Kyndryl? Estamos siempre avanzando, siempre nos esforzamos por llegar más lejos en nuestro empeño por construir un mundo más equitativo e inclusivo para nuestros empleados, nuestros clientes y nuestras comunidades.

Función

Position: Delivery Leader, Service Operations (Non-Union)

Annual Salary Range: $125,000 - $175,000

Manager: Arindam Chakraborty

Division: Infrastructure Operations

Location: Ottawa, ON

PLEASE NOTE:

• This role has Bilingual language requirements (candidates must be fully bilingual in both English and French).

• This role is subject to additional security screening requirements.

The Delivery Leader, Service Operations, is responsible for defining strategies and procedures to deliver Service Desk and Network Operations services that meet customer business needs. This role provides thought leadership, interfaces with customers, leads project teams (including direct reports), and ensures the assigned services are maintained, improved, measured, and grown.

Responsibilities:

• Sets the direction and oversight of the Service Desk and Network Operations to foster a customer-focused mindset, driven by continual service improvement techniques
• Drives success by building client relationships, driving account growth and delivering on contracts to ensure client satisfaction and referenceable accounts
• Ability to fully understand, compile, and promptly provide data points, analysis and metrics to explain issues and justify solutions
• Acts as a trusted advisor and works with other IT leaders to develop a clear understanding of business needs
• Delivers effective service management through the definition and adoption of a governance practice that uses SLAs, KPIs and metrics to track and measure service quality and customer satisfaction
• Drives the adoption and commitment to continual service improvement
• Assists with pre-sales and post-sales business development
• Ensures effective contract management (financial analysis, opportunity management, development of SOWs and RFP responses, etc.)
• Meet all contractual obligations on compliance and security, and set the direction and oversight of the Service Desk to foster a customer-focused mindset
• Proactively identify service delivery and compliance risks and proceeds to mitigate them timely. Demonstrate creativity in finding / implementing solutions to mitigate risks or to prevent issues.
• Ensures excellent customer onboarding and service experience
• Develops roadmap for growth and improvement of service(s), including ensuring service quality issues are resolved within defined customer contract requirements
• Provides service leadership and guidance to customers, team members, and senior leadership
• Manage team performance by developing, directing and coaching team members
• Manage vendor relationships and ensure vendor accountability

Quién es usted

Qualifications:

• Ability to read, write and speak both English and French is required
• University Degree in relevant discipline, or an equivalent combination of education, experience, and training

• 10 years of experience in:

• developing and monitoring of Service Desk / IT Delivery action plans, policies and guidelines.

• analysis and engineering of Information Technology processes to optimize operations.
• analysis of Service Desk reports to ensure service objectives are met such as overall satisfaction and service levels are being met and to address Service Desk delivery issues.
• Knowledge of ITIL Methodology is essential.
• Effective stakeholder management, escalation management and negotiation skills and experience with organizations in excess of 5000 seats.
• PMP or equivalent project management certification and 7 years of project management experience, plus strong influencing and negotiation skills
• Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to business leaders, and business concepts to the IT workforce, and internal and external clients
• Strong vendor management and partner relationship skills
• Experience should include high impact service delivery in a rapid paced, time sensitive, high quality environment
• Experience leading teams in a cross-functional / project-oriented environment

Key Skills & Abilities:

• Proven experience or demonstrated capability in leading IT transformational initiatives in complex and dynamic environments
• Ability to provide causal analysis (what, why, how, who, when, where)
• Ability to articulate succinctly and present service health to senior executives

• Ability to prevent and/or manage escalations while protecting the organization's interests and reputation

• Note: This role may involve working with technology that is covered by US and/or Canadian Embargo Export Regulations; therefore all applicants will be subject to additional security screening requirements.

Ser usted mismo

La diversidad es mucho más que lo que parecemos o de dónde venimos, es cómo pensamos y quiénes somos. Recibimos con agrado a personas de todas las culturas, orígenes y experiencias. Pero no lo estamos haciendo solos: nuestras Kyndryl Inclusion Networks son solo una de las muchas formas en las que creamos un lugar de trabajo donde todos los empleados de Kyndryl pueden encontrar y proporcionar apoyo y asesoramiento. Este compromiso de acoger a todos en nuestra empresa significa que Kyndryl le da a usted y a todos los que están a su lado, la posibilidad de ser usted mismo en el trabajo, individual y colectivamente, y apoyar la activación de nuestra cultura equitativa. Es lo que conocemos como The Kyndryl Way.

Lo que puede esperar

Con recursos de última generación y clientes de Fortune 100, cada día es una oportunidad para innovar, crear nuevas capacidades, nuevas relaciones, nuevos procesos y nuevo valor. A Kyndryl le interesa su bienestar y se enorgullece de ofrecerle prestaciones con opciones a su elección, que reflejen la diversidad de nuestros empleados y que le apoyen a usted y a su familia en los momentos importantes, sea cual sea el momento de su vida. Nuestros programas de capacitación para empleados le dan acceso a la mejor capacitación del sector para recibir certificaciones, como Microsoft, Google, Amazon, Skillsoft y muchos más. A través de nuestra plataforma de voluntariado y donaciones en toda la empresa, puede hacer donaciones, iniciar recaudaciones de fondos, ofrecerse como voluntario y buscar en más de 2 millones de organizaciones sin ánimo de lucro. En Kyndryl invertimos mucho en usted, queremos que tenga éxito para que, juntos, triunfemos todos.

Venga recomendado

Si conoce a alguien que trabaje en Kyndryl, cuando se le pregunte "cómo nos conoció" durante el proceso de solicitud, seleccione "Recomendación de un empleado" e introduzca el nombre de su contacto y la dirección de correo electrónico de Kyndryl