Delivery Manager - IT Operations

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

Are you passionate about delivering exceptional service and revolutionizing the world of technology? We have an incredible opportunity to join our dynamic team as a Service Delivery Manager in South Africa. The Service Delivery Manager is responsible for overseeing day-to-day IT service delivery across Service Desk and Onsite Support operations, ensuring endpoint compliance, asset management governance, and audit readiness. This role ensures services are delivered in alignment with contractual commitments, organizational policies, and customer expectations.

You will inspire and guide our team of experts to deliver high-quality and reliable information technology services. 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
• Manage a team of ~45 resources as a People Manager, ensuring performance, engagement, and career development
• Ensure consistent delivery aligned with agreed service levels
• Track, monitor, and deliver on KPIs, SLAs, and contractual commitments in coordination with the Kyndryl Central Governance Team
• Serve as the primary escalation point and oversee Incident and Problem Management processes ensuring timely resolution and root cause analysis
• Govern daily operations focusing on aging and pending tickets for both EUS and network
• Maintain audit trails and documentation to ensure compliance with regulatory and contractual standards
• Provide leadership to ensure governance best practices and stakeholder alignment
• Collaborate with Kyndryl SA partner/vendor to manage resource availability, performance, retention, and backfilling
• 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

Service Delivery Governance

• Manage operational performance of Service Desk and onsite support teams, ensuring SLA adherence and high-quality service delivery
• Track, analyse, and report operational metrics, trends, incident patterns, and performance dashboards
• Drive continuous improvement initiatives to enhance service quality and efficiency

Compliance & Audit Alignment

• Ensure endpoint compliance related to security baselines, patches, antivirus, data protection controls, and system hygiene
• Prepare documentation and evidence and act as a point of contact for internal and external audits (PCI, ISO, DPA, etc.)
• Drive remediation plans and ensure timely closure of audit observations and non-compliance issues

Asset Lifecycle & Inventory Management

• Monitor and govern IT asset lifecycle: procurement, allocation, tracking, utilization, recovery, and disposal
• Ensure accuracy and integrity of asset data across asset management systems and CMDB platforms
• Coordinate with procurement and vendor teams for renewals and hardware planning

Stakeholder & Customer Management

• Serve as the primary escalation and communication point for senior business stakeholders, internal leadership, and client representatives
• Conduct regular service review meetings to present compliance status, performance trends, risks, and improvement plans
• Manage expectations proactively and maintain strong working relationships

People Leadership & Vendor Coordination

• Lead and mentor distributed operational teams including support engineers, shift leads, and vendor staff
• Ensure adherence to documented SOPs, knowledge bases, and operational frameworks
• Conduct vendor performance reviews and support vendor selection and onboarding when required

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
• Strong experience managing IT operations in a multi-location or global delivery setup.
• Proven technical leadership and delivery management capabilities
• Experience managing large teams and complex service environments as a people manager
• Strong understanding of KPIs, SLAs, and contractual governance
• Experience working in ITeS / BPO operational environments with high service availability expectations.
• Hands-on understanding of:
  • Service Desk workflows & ITSM platforms (e.g., ServiceNow, Remedy, Freshservice).
  • Basic Networking fundamentals (LAN, WAN, VPN, IP configurations).
  • Endpoint security and compliance enforcement.
  • Asset management systems and lifecycle governance.
• Experience with financial account management
• Ability to collaborate with global delivery teams and external partners
• Excellent communication (ability to handle executive-level discussions and escalations with clarity and confidence), analytical reasoning and stakeholder engagement skills
• Commitment to compliance, documentation, and audit readiness
• Ability to align with US working hours to support global delivery and stakeholder engagement
• 24x7 availability during critical business periods

Preferred Skills and Experience

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

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.