Digitial Workplace Service Domain Lead at Kyndryl

Who We Are

At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.

The Role

Key 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.

Who You Are

Required 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.

Preferred Technical Expertise

Microsoft Intune
Microsoft Endpoint Manager
Microsoft 365
Windows & Modern Workplace Technologies
ServiceNow ITSM
Digital Experience Monitoring (Nexthink, Systrack or similar)
Power Platform
GenAI and Agentic AI Platforms
IT Asset Management Tools
Knowledge Management Platforms
Workflow Automation Solutions

Leadership Competencies

Executive Presence
Customer Obsession
Strategic Thinking
Operational Excellence
Financial Acumen
Large Scale Workforce Leadership
Transformation Leadership
Change Management
Innovation Mindset
Data-Driven Decision Making

Success Metrics / KPIs

CSAT Improvement > 10% Year-on-Year
First Contact Resolution (FCR)
Mean Time to Resolve (MTTR)
Service Level Achievement
Automation Adoption Rate
Self-Service Utilisation
Reduction in Human-Touch Tickets
Endpoint Compliance Achievement
Workforce Productivity Improvement
Cost per Ticket Reduction
Employee Engagement Scores
Delivery Margin Achievement
Transformation Benefits Realisation

Being You

The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way.

What You Can Expect

Your career with us isn’t just a job—it’s an adventure with purpose. We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best.

From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth.

We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success.

We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next.

Get Referred!

If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.

Digitial Workplace Service Domain Lead

Job Description