IT Service Management Lead

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 Key Responsibilities: Lead IT Service Management governance, ensuring compliance with ITIL standards, policies, and audit requirements across the change lifecycle. Facilitate global CAB meetings and manage change scheduling, risk assessments, impact analysis, dependency reviews, and conflict resolution through ServiceNow. Serve as the Change Management SME, partnering with cross-functional teams to drive governance, operational excellence, and service delivery improvements. Develop and maintain Power BI dashboards, executive reports, and operational analytics, providing actionable insights and governance reporting for leadership. Drive adoption of Microsoft Copilot, Copilot Studio, Microsoft 365, and SharePoint Online to enhance reporting, collaboration, knowledge management, and AI-enabled process optimization. Lead process automation and continuous improvement initiatives, leveraging AIOps and data-driven insights to improve efficiency, compliance, and business outcomes. 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: Minimum 6 years' experience in, ServiceNow ITSM & CAB Workbench  Advanced Level Power BI  Microsoft Copilot & Copilot Studio  Microsoft 365 Suite  SharePoint Online to enhance reporting Preferred Skills and Experience: Strong experience in ITIL Change Management, IT Service Management Governance, and Service Management Operations. Advanced proficiency in Power BI, Excel Reporting, Data Analytics, and Dashboard Development Relevant certifications such as ITIL Foundation/Managing Professional, ServiceNow Certification, Microsoft Power BI Certification, or Microsoft Copilot certifications