Digitial Workplace Service Domain Lead

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.

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.

Required Experience 18+ years of IT Services experience with significant leadership experience in Digital Workplace Services. Proven