Delivery Project Executive

**Why Kyndryl**

Kyndryl is a market leader that thinks and acts like a start-up. 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. We invest heavily in you - not only through learning, training, and career development, but also through the flexible working practices and stellar benefits that help you grow and progress long-term. And we give back - from planting 90,000 trees in our first 3 months as part of our One Tree Planted initiative to the Corporate Social Responsibility and Environment, Social and Governance practices embedded within everything we do, we are committed to powering human progress in an ethical, sustainable way.

**Your Role and Responsibilities**

Service Delivery Manager is accountable for the end-to-end delivery of programs and projects to meet customer needs and responsible for customer relationships across their span of control. The Service Delivery Manager is responsible for the relationships with their customers for a single geography (including global) within client location or Core Business Services (CBS) function defined in contract.
- In this role, you will be responsible for driving and supporting the kyndryl project teams to plan and execute the Build and Release.
- Service Delivery Manager responsibilities:

- Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence within specific service line or CBS function and geographic responsibilities.
- Work with their teams to determine necessary activities to successfully deliver projects throughout the given service line or function.
- Ensure that the right type and number of resources that are required to fulfill the planned projects are available and in place through cooperation with Resource Planners.
- Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution.
- Understanding the pipeline of demand and work with the Resource Planners to ensure an appropriate supply of resources.
- Responsible for financial management and reporting and optimizing processes.
- Managing and leading complex stakeholders towards optimal solutions while helping them understand resource constraints and prioritization.
- Holding the teams to the highest standards, project discipline and accountability.
- Continuously improving the technical delivery model and strategy, implementing and managing delivery with the associated teams.
- Managing P&L of the project including hiring manpower and managing the team.
- Project Management-Project initiation/Development of Project charter.
- Scope assessment / budgeting (P&L) / scheduling / Project risk assessment and quality initiatives on projects.
- Monitoring and controlling the Scope of work and SLA’s.
- Maximizing customer satisfaction (CSAT) by ensuring effective Delivery Management & Post Implementation support.
- Leading training & monitoring the performance of team members to ensure efficiency in implementation / delivery operations.
- Develop and execute reward and reorganization system.
- Implementing ITIL based service delivery model at client place to ensure high degree of service delivery /operations to achieve client satisfaction.
- Manage Technical Support Team - IT service delivery managers lead a team of technical support specialists.
- They provide support, supervise staff, and provide direction and mentorship in tech support and service delivery.
- Implement Best Practices - IT service delivery managers research and implement best practices in help desk and IT support.
- They also ensure policies and procedures are followed.
- Facilitate Meetings - By managing and facilitating meetings, IT service delivery managers ensure that teams are improving performance, service, and product quality.
- They use information gathered at these meetings to target areas that need improvement.

**Required Technical and Professional Expertise**
- 10+ years in a corporate IT environment working with multiple disciplines to deliver projects in line with customer.
- Needs Significant experience in a customer service role and business management role Experience managing external vendors, commercial negotiations.
- Excellent relationship building and interpersonal skills, including cross-cultural competence.
- Proven delivery excellence ideally using AgileStrong leadership qualities and a passion for building high performing teams.
- Digital marketing technology stack experience including Adobe Experience Cloud is preferred.
- Proven track record of delivering a collection projects and products for a portfolio size of $2M - $10M10+ years of Service delivery, project delivery and client relationship management in a technology envi