Service Management - Service Design SME

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

We are seeking a highly skilled and experienced professional to lead Service Design Planning & Governance initiatives. The ideal candidate will be responsible for developing and implementing service design processes aligned with ITIL and organizational standards, ensuring consistent and high-quality service delivery across hybrid environments. This role requires strong collaboration with cross-functional teams to capture requirements, model services, and ensure readiness for service transition.

Key Responsibilities:

Service Design Planning & Governance:

• Develop and implement Service Design processes aligned with ITIL and organizational standards.

• Define service design policies, templates, and frameworks for consistent service delivery.

• Oversee the creation and approval of Service Design Packages (SDPs), including SLA/OLA definitions, support models, and process integrations.

Requirements Gathering & Service Modeling:

• Collaborate with business analysts, product owners, and architects to capture and validate service requirements.

• Translate functional and non-functional requirements into end-to-end service models.

• Ensure that new or modified services are designed with appropriate capacity, availability, security, continuity, and support considerations.

Service Transition Readiness:

• Work closely with Service Transition and Operations teams to ensure services are production ready.

• Validate that operational support, monitoring, change control, and knowledge management elements are included in the design.

• Conduct service readiness assessments and risk evaluations for service go-lives.

Stakeholder Engagement:

• Serve as the primary point of contact for all service design-related matters across business and IT teams.

• Facilitate workshops and design reviews with application owners, solution architects, and service owners.

• Ensure that service designs align with enterprise architecture and business goals.

Continuous Improvement:

• Analyze service performance metrics and feedback to enhance service design practices.

• Promote reuse of service components and standardization across service offerings.

• Contribute to the maturity of the Service Design function within the overall Service Management framework.

Your Future at Kyndryl

At Kyndryl, you will be part of a dynamic team that is shaping the future of IT Service Management. You will have the opportunity to work on innovative projects, collaborate with industry experts, and contribute to the evolution of service design practices. We value continuous learning, professional growth, and a culture of excellence.

Who You Are

You're an experienced IT Service Management professional with a strong foundation in service design and delivery, and a proven ability to architect services across hybrid environments. Beyond your technical expertise, you bring a growth mindset-eager to evolve your skills and contribute to continuous improvement. You're customer-focused, ensuring that every service is designed with operational excellence and end-user success in mind. You collaborate seamlessly across teams, embracing inclusivity and aligning service designs with enterprise goals and architectural standards.

Requirements & Skills

• 5+ years of experience in IT Service Management, with a strong focus on service design and delivery.

• Deep knowledge of ITIL (preferably ITIL v4), especially Service Design and Service Transition processes.

• Proven experience designing services across hybrid environments (cloud/on-premise/SaaS).

• Strong understanding of service architecture, SLAs/OLAs, support models, and risk mitigation.

• Excellent skills in documentation, stakeholder communication, and cross-functional collaboration.

• Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy) and enterprise architecture frameworks.

Preferred Technical and Professional Experience

• ITIL v4 Managing Professional or Service Design Lifecycle Certification.

• Experience with Agile/DevOps environments and integrating service design into CI/CD pipelines.

• Understanding of business service modeling, service portfolios, and catalog management.

• Knowledge of regulatory/compliance standards (e.g., ISO 20000, COBIT, NIST).

Being You

Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey. Our employee learningprograms give you access to the best learning in the industry to receive certifications, includingMicrosoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

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.