Delivery Project Executive

Kyndryl • Regina, SK

8d • Hybrid

About The Position

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 Delivery Project Executive acts as an ISM Brand Ambassador, a tried-and-true partner to the customer. The successful candidate will be a master at building and maintaining customer relationships, focusing on their true needs and recommending solutions that will help solve their business problems.

Requirements

• University Degree in a relevant field, or equivalent industry experience
• Over 5 years’ experience building customer relationships and delivery of customer service excellence
• An in-depth understanding of a service delivery organization and IT services, or equivalent experience
• Knowledge of project management methodologies and tools
• Contract management experience including financial
• Demonstrated ability to recognize complex problems related to objectives and implement solutions or develop new system elements, procedures or processes independently or through the matrix management of employees
• Demonstrated ability to meet and work with customers to determine customer requirements and service delivery options
• Demonstrated ability to work closely and successfully with people in a team environment
• Well-developed leadership and organizational skills
• Demonstrated ability to work in an independent fashion
• Ability to work flexible hours and off-site as required
• Proven experience managing and/or delivering similar services with increasing degree of responsibility and proven track record with the ability to execute according to plan
• Experience should include high impact service delivery in a rapid paced, time sensitive, high quality environment
• Demonstrated leadership skills, with the ability to develop and communicate a vision that inspires and motivates staff and aligns with ISM’s business strategy
• Experience developing business relationships as well as managing and maintaining customer relationships
• Experience managing service level agreements and financials (costs and revenue)

Responsibilities

• Be the key customer focal-point – single point of contact / interface between the customer and ISM delivery teams
• Represent the ‘customers’ needs (voice of the customer with internal ISM teams)
• Focus on exceeding customer expectations through driving exceptional customer experiences with ISM delivery teams
• Advocate for operational service excellence
• Engagement in customer escalations
• Work with delivery teams to resolve account issues
• Make recommendations to customers for potential solutions to address their business needs
• Obtain and action customer satisfaction / feedback
• Provide guidance for achieving delivery excellence and leading ISM’s operational units to deliver a compliant, client focused solution
• Lead Governance and Operational meetings with customers on a regular basis
• Facilitate account reviews between delivery teams and the customer
• Contribute and actively participate in internal financial reviews with strong focus on costs and GP attainment.
• Provide and manage account financial forecasts achieving approved financial targets
• Analyze ISM processes and procedures, and make recommendations that will drive out a more efficient and effective customer experience, while looking at ways to streamline, and where possible drive out costs from ISM delivery teams
• Provide coaching and mentoring to peers, as well as others in ISM for enhancing service delivery and customer experiences
• Collaborate with sales teams on new business opportunities, for achieving ISM’s growth objectives annually and increasing our position as a market leader across Canada
• Drive account strategy
• Perform operational level account management functions
• Manage account / contract renewals and change requests on existing contracts
• Manage to revenue and GP targets on the account(s) – grow the targets by expanding the current contract (new growth on existing contracts) with controlled costs

Benefits

• flexible, supportive environment where your well-being is prioritized and your potential can thrive
• Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health
• access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level