Service Level Manager

Who We Are

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 Role

At Kyndryl, you'll have the opportunity to work with other IT teams, end-users, and stakeholders across the organization to ensure that service delivery is aligned with the needs and expectations of the business.

The Service Level Manager is responsible for managing, monitoring, and continuously improving service performance against agreed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and customer expectations. This role acts as a bridge between customers, service delivery teams, vendors, and internal stakeholders to help services remain aligned with business objectives, contractual commitments, and operational capabilities.

Key Responsibilities

· Define, review, and manage SLAs, OLAs, service commitments, and related service performance targets with customers and internal delivery teams.

· Monitor service performance against agreed targets, including availability, response time, resolution time, incident trends, service quality, and customer satisfaction.

· Prepare and present regular service level reports, performance dashboards, SLA attainment summaries, and service improvement updates to stakeholders.

· Identify service performance gaps, analyze root causes, and coordinate corrective actions with service owners, technical teams, vendors, and process owners.

· Facilitate service review meetings with customers and internal stakeholders, including discussion of SLA performance, risks, issues, continuous improvement items, and agreed actions.

· Support contract governance by tracking service obligations, reporting SLA breaches, coordinating remediation plans, and escalating risks when required.

· Collaborate with Incident, Problem, Change, Capacity, Availability, and Continual Improvement teams to improve service reliability and operational effectiveness.

· Maintain the service level management framework, including reporting standards, measurement definitions, service catalog alignment, and governance cadence.

· Manage customer expectations through clear communication, transparent reporting, and professional handling of service-related concerns or escalations.

· Drive continuous improvement initiatives to enhance service quality, reduce recurring issues, improve operational efficiency, and strengthen customer confidence.

Your Future at Kyndryl 
Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you won’t find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base 
or narrow your scope and specialize in a specific sector, you can find your opportunity here.

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

· Bachelor’s degree in Information Technology, Computer Science, Business Administration, Engineering, or a related field.

· Minimum 5 years of experience in IT service management, service delivery management, service operations, or a similar role.

· Strong practical knowledge of ITIL practices, especially Service Level Management, Incident Management, Problem Management, Change Enablement, Service Reporting, and Continual Improvement.

· Experience managing SLAs, service performance metrics, service review meetings, and customer-facing service governance.

· Ability to interpret contractual service obligations and translate them into measurable operational targets and reporting requirements.

· Strong analytical skills with the ability to review service data, identify trends, highlight risks, and recommend improvement actions.

· Excellent stakeholder management, communication, negotiation, and presentation skills.

· Ability to work effectively with cross-functional teams, including technical support, operations, project management, vendors, and customer representatives.

· Strong documentation skills, including preparation of service reports, meeting minutes, action trackers, improvement plans, and executive summaries.

· Proficiency in Microsoft Office tools, reporting tools, and ITSM platforms such as ServiceNow, Jira Service Management, BMC Remedy, or similar systems.

Preferred Skills and Experience

· ITIL Foundation certification; ITIL Managing Professional, ITIL Specialist, or equivalent certification is an advantage.

· Project management certification such as PMP, PRINCE2, or Agile-related certification is an advantage.

· Experience in managed services, outsourcing, SIAM, cloud operations, infrastructure services, application support, or enterprise service delivery environments.

· Experience working with senior customer stakeholders, service owners, vendors, and multi-supplier operating models.

· Knowledge of service improvement methodologies such as Lean, Six Sigma, or continual improvement frameworks.

· Experience creating dashboards, scorecards, KPI reports, and executive-level service review materials.

· Demonstrated experience implementing automated SLA reporting and service performance dashboards using ServiceNow Performance Analytics, Power BI, and Power Automate. Ability to integrate data from ITSM, monitoring, and operational systems to produce near real-time service insights, executive scorecards, governance reports, and customer-facing service review materials.

Being You

The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way.

What You Can Expect

Your career with us isn’t just a job—it’s an adventure with purpose.  We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best.

From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth.

We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success.

We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next.

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.