**Who We Are** At Kyndryl, 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. **The Role** Service Delivery Manager is responsible for making sure that services are being seamlessly delivered to the clients of an organization. Candidate will be in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets. This role supports the business and protects the company’s reputation by taking responsibility for contract management for local, medium to large complexity contracts and works closely with cross functional teams to ensure client expectations are met and exceeded and takes responsibility for service delivery, and contract profitability for their assigned client contracts. These clients require service delivery that are complex to highly complex by nature and are typically across multiple sites and/or service offerings. **Key Responsibilities:** + Responsible for Japanese client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements (SLAs). + Acts as the primary point of contact for Japanese client inquiries, escalations, and feedback. + Understands Japanese client business needs and objectives to tailor required services accordingly. + Ensures the successful delivery of managed services to Japanese clients, meeting service level agreements (SLAs) and quality standards. + Collaborates with technical teams to resolve Japanese client issues and incidents promptly. + Monitors and assesses Japanese client satisfaction regularly through feedback mechanisms. + Takes proactive measures to address Japanese client concerns and continuously improve service quality. + Develops account plans and strategies to enhance Japanese client engagement and retention. + Identifies opportunities for upselling or cross-selling additional services. + Manages the implementation of new services, upgrades, and projects for Japanese clients. + Coordinates project timelines, resources, and deliverables to ensure successful outcomes. + Ensures that service delivery aligns with contractual agreements and compliance requirements. + Consults with legal team to ensure that all contract escalations are addressed with contract governance. + Monitors and reports on contract performance. + May oversee financial aspects of Japanese client accounts, including budgeting and forecasting. + May manage billing and invoicing processes. + Collaborates with technical teams to ensure that Japanese client environments are stable, secure, and up to date. + Stays informed about industry trends and emerging technologies to provide informed recommendations to Japanese clients. + Identifies and mitigates risks associated with service delivery and Japanese client relationships. + Develops contingency plans for potential disruptions. + Maintains accurate records, Japanese client documentation, and incident reports. + Provides regular reports on service performance and Japanese client satisfaction to internal and external stakeholders. **Your Future at Kyndryl** Kyndryl has a global footprint, which means that as a Delivery Management Lead 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** + Overall 15+ years experience is required in Delivery management with technical expertise. + Should have knowledge of Japanese Business culture. + Passionate about service delivery with a strong ability to manage a coordinated delivery of service. + Advanced analytical mindset, strong initiative, self-driven with a commitment to succeed. + Advanced understanding of managed services, including infrastructure, cloud, security, and support + Advanced proficiency in project management. + Excellent communication, negotiation, and problem-solving skills. + Excellent Japanese client centricity, proven ability to manage client relationships and drive client satisfaction. + Advanced business acumen, as well as financial acumen for budgeting, forecasting, and billing. + Advanced familiarity with ITIL or other IT service management frameworks. + Ability to work under pressure and has exceptional organizational skills and attention to detail. + Ability to work collaboratively with cross-functional teams. + Adaptability and a customer-focused mindset. **Preferred Skills and Experience** + Bachelor's degree or equivalent qualification in Information Technology or Business or related field. + Relevant ITIL certification preferred. + Relevant project management certification (for example, PMP) is preferred. **Being You** Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way. **What You Can Expect** With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed. **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. Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.