Manager, IT Service Management

Kyndryl • Regina, SK

5d • 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 Manager, IT Service Management is accountable for the ownership, governance, maturity, and performance of enterprise IT Service Management (ITSM) capabilities across ISM. This role provides strategic leadership and operational oversight for key IT Service Management disciplines. The successful candidate will establish the vision, strategy, and roadmap for ITSM capabilities while ensuring alignment with customer requirements, business objectives, regulatory obligations, and industry best practices. This role will lead a team of service management professionals and partner closely with customers, internal stakeholders, and technology teams to drive service excellence, operational maturity, and measurable business outcomes. The Manager, IT Service Management, plays a critical leadership function in advancing operational excellence, customer outcomes, and digital service maturity across ISM.

Requirements

• Degree in Information Technology, Computer Science, Business, or an equivalent combination of education and experience.
• 10+ years of progressive experience in Information Technology.
• 5+ years of leadership experience managing technical, service delivery, or operational teams.
• Experience leading enterprise ITSM, service management, or operational governance functions.
• Proven ability to influence stakeholders, drive organizational change, and deliver business outcomes.
• Strong communication, relationship management, and problem-solving skills.
• Experience establishing performance measures, governance frameworks, and continual improvement initiatives.
• Experience managing vendor relationships, service contracts, escalations, and performance obligations in an enterprise IT environment.

Nice To Haves

• ITIL certification.
• ServiceNow governance or platform leadership experience.
• Knowledge of Agile methodologies
• Experience with Configuration Management (CMDB), Service Reporting, or IT Operations Management practices.
• Experience in regulated or managed services environments.
• Experience driving automation, modernization, or AI-enabled service management initiatives

Responsibilities

• Establish and execute the vision, roadmap, and maturity strategy for enterprise ITSM capabilities.
• Own governance of ITSM processes, policies, standards, controls, and performance measures.
• Own and govern enterprise ITSM capabilities, including Incident, Problem, Change, Asset & Configuration Management, Service Reporting, and Continual Improvement.
• Serve as the business owner for ITSM capabilities and represent service management priorities within platform governance and roadmap decisions.
• Develop business cases, investment proposals, and modernization initiatives that improve service management effectiveness and business value.
• Partner with ServiceNow teams to prioritize enhancements, improve adoption, and maximize platform value through automation, analytics, and AI-enabled capabilities.
• Build trusted relationships with customers, business leaders, and executive stakeholders.
• Lead service reviews, improvement plans, and customer success initiatives.
• Ensure services achieve operational objectives, service level commitments, and customer satisfaction targets.
• Identify and manage operational, service delivery, compliance, and customer risks.
• Support business development activities including proposals, solution design, and Statements of Work (SOWs).
• Manage vendor and partner performance to ensure service commitments, support obligations, and customer outcomes are achieved
• Lead, coach, and develop a high-performing team of service management professionals.
• Establish clear objectives, accountability measures, and development plans.
• Foster a culture of collaboration, innovation, inclusion, and continuous learning.
• Perform workforce planning, succession planning, and talent development activities.

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: Manager
• Education Level: Associate degree