Change Manager

Join Kyndryl as a Change Manager and take charge of a dynamic role that puts you at the forefront of delivering exceptional IT services to our customers. As a Change Manager, you'll be responsible for ensuring timely and effective resolution of customer issues, coordinating and managing service requests, and maintaining constant communication with customers throughout the service process.

At Kyndryl, you'll have the opportunity to work with other IT teams, end-users, and stakeholders across the organization to ensure that service delivery is aligned with the needs and expectations of the business. As a part of our team, you'll be instrumental in documenting and updating service management procedures and workflows, monitoring and reporting on service level agreements (SLAs), and ensuring that our ITSM systems are maintained and updated to support efficient and effective service delivery.

You'll be responsible for managing Service Support processes, including Incident, Problem, and Change Management, and ensuring compliance with these processes. You'll also be responsible for driving process improvements through service improvement plans, monitoring regular process measurements, addressing negative trends that impact effectiveness or efficiency of the IPC processes, and ensuring that ongoing education is provided to process users when requested or when circumstances indicate that education would improve process execution.

As a Change Manager at Kyndryl, you'll perform post-resolution incident reviews and evaluate the effectiveness of incident resolution. You'll also be the orchestrator for incident recovery by driving the incident bridge and consolidating an integrated resolution plan when multiple competencies or business units are engaged.

With your expertise in IT services, you'll invoke problem management processes where further investigation into root cause is required and communicate the status of high-priority incidents to customers throughout the incident lifecycle, as per the communication plan.

If you're a passionate problem-solver with a drive to deliver the best possible IT services, then this is the perfect opportunity for you. Come join us at Kyndryl and let's work together to create innovative and progressive technical solutions for our customers and our communities.

Key Responsibilities:

• Manage and monitor process performance to ensure operational efficiency and effectiveness.
• Maintain and update process documentation to reflect current practices and standards.
• Educate team members and stakeholders on process guidelines and best practices.
• Roll out new processes and ensure smooth implementation across the organization.
• Identify and implement process improvements to enhance service delivery and operational performance.
• Run process governance activities to ensure compliance with established standards and frameworks.
• Collaborate with cross-functional teams to drive continuous improvement initiatives.

Who You Are

You’re good at what you do and possess the required experience to prove it. However, equally as important you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused someone who prioritizes customer success in their work. And finally, you’re open and borderless naturally inclusive in how you work with others.

We are looking for an experienced Change Manager to oversee and optimize process performance within multi-vendor environments. The ideal candidate will be responsible for maintaining process documentation, educating stakeholders, and identifying areas for process improvement. This role requires a strong understanding of ITIL frameworks and change management principles.

Required Skills and Experience:

• Experience: 5-10 years in Operations Process Management within multi-vendor environments, with a proven track record of successful process optimization.
• Certifications Required:
  • ITIL Foundation Certified
  • ITIL Intermediate Certified
  • Certified Change Manager

Preferred Skills:

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Ability to work effectively in a dynamic, fast-paced environment.
• Experience with process governance and compliance.
• Proven ability to lead and manage change initiatives.