Service Delivery Manager

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

Are you passionate about delivering exceptional service and revolutionizing the world of technology? We have an incredible opportunity for a talented individual to join our dynamic team as a Service Delivery Manager in South Africa. In this customer-centric role, you will play a pivotal role in ensuring our clients receive top-tier service across multiple locations, all within a robust contractual framework.

You will inspire and guide our team of experts to deliver high-quality and reliable information technology services. Working closely with the latest systems, software products, and network devices; you will lead the local delivery of End User Deskside Services and Network Support, aligning our solutions with evolving business needs and driving operational excellence.

You will be an integrated part of our global delivery structure, fostering strong relationships with our clients and you will create an environment that promotes innovation, collaboration, and customer success. Your leadership will empower field engineers, technicians, system administrators, and subject matter experts to deliver, manage, and maintain IT services effectively.

When it comes to troubleshooting incidents, problems, changes, and escalations, you will be at the forefront, providing swift support to fix any issues that may arise in malfunctioning services, operations, software, or equipment. Your expertise will be crucial in ensuring that our systems run smoothly, offering our clients a seamless experience.
 

Responsibilities:

• Lead the local delivery team of South Africa for End User Deskside Services (90%) and Network Services (10%), managing ~45 resources
• Track, monitor, and deliver on KPIs, SLAs, and contractual commitments in coordination with the Kyndryl Central Governance Team
• Provide leadership to ensure governance best practices and stakeholder alignment
• Govern daily operations focusing on aging and pending tickets for both EUS and network
• Serve as the primary escalation point for critical issues, ensuring prompt resolution and effective stakeholder communication
• Maintain audit trails and documentation to ensure compliance with regulatory and contractual standards
• Ensure consistent delivery aligned with agreed service levels
• Drive talent engagement, upskilling, and retention to reduce attrition risk
• Proactively identify and implement process improvement opportunities to enhance operational efficiency
• Ensure 24x7 availability during critical business periods for escalations and urgent requests
• Oversee creation, validation, and publication of operational dashboards and reports (daily, weekly, monthly)
• Provide data-driven insights and recommendations for informed business and service decisions
• Collaborate with Kyndryl SA partner/vendor to manage resource availability, performance, retention, and backfilling
• Identify and drive new opportunities, transformations, and improvements within the project

If you are ready to make an impact, drive client success, and be at the forefront of technological advancements, this is the role for you. Join our team and be part of an exhilarating journey as we reshape the IT services landscape with creativity, passion, and excellence.

Your Future at Kyndryl
Kyndryl has a global footprint, which means that as a Service Delivery Manager at Kyndryl you will have opportunities to work on projects and collaborate with colleagues from around the world. This role is dynamic and influential – offering a wide range of professional and personal growth opportunities that you won't find anywhere else.

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.

Required Skills and Experience

• 6+ years of experience in deskside support across applications, hardware, servers, networks, and infrastructure
• Proven technical leadership and delivery management capabilities
• Experience managing large teams and complex service environments
• Strong understanding of KPIs, SLAs, and contractual governance
• Ability to collaborate with global delivery teams and external partners
• Excellent communication and stakeholder engagement skills
• Commitment to compliance, documentation, and audit readiness
• Proactive mindset with a focus on continuous improvement and innovation

Preferred Skills and Experience

• Bachelor's degree
• Six Sigma, PMP, and/or ITIL certifications

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 learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, 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.