Service Management - Service Design SME

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

We are seeking a highly skilled and experienced professional to lead Service Design Planning & Governance initiatives. The ideal candidate will be responsible for developing and implementing service design processes aligned with ITIL and organizational standards, ensuring consistent and high-quality service delivery across hybrid environments. This role requires strong collaboration with cross-functional teams to capture requirements, model services, and ensure readiness for service transition.

Key Responsibilities:

Service Design Planning & Governance:

• Develop and implement Service Design processes aligned with ITIL and organizational standards.
• Define service design policies, templates, and frameworks for consistent service delivery.
• Oversee the creation and approval of Service Design Packages (SDPs), including SLA/OLA definitions, support models, and process integrations.

• Collaborate with business analysts, product owners, and architects to capture and validate service requirements.
• Translate functional and non-functional requirements into end-to-end service models.
• Ensure that new or modified services are designed with appropriate capacity, availability, security, continuity, and support considerations.

• Work closely with Service Transition and Operations teams to ensure services are production ready.
• Validate that operational support, monitoring, change control, and knowledge management elements are included in the design.
• Conduct service readiness assessments and risk evaluations for service go-lives.

• Serve as the primary point of contact for all service design-related matters across business and IT teams.
• Facilitate workshops and design reviews with application owners, solution architects, and service owners.
• Ensure that service designs align with enterprise architecture and business goals.

• Analyze service performance metrics and feedback to enhance service design practices.
• Promote reuse of service components and standardization across service offerings.
• Contribute to the maturity of the Service Design function within the overall Service Management framework.

• 5+ years of experience in IT Service Management, with a strong focus on service design and delivery.
• Deep knowledge of ITIL (preferably ITIL v4), especially Service Design and Service Transition processes.
• Proven experience designing services across hybrid environments (cloud/on-premise/SaaS).
• Strong understanding of service architecture, SLAs/OLAs, support models, and risk mitigation.
• Excellent skills in documentation, stakeholder communication, and cross-functional collaboration.
• Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy) and enterprise architecture frameworks.

• ITIL v4 Managing Professional or Service Design Lifecycle Certification.
• Experience with Agile/DevOps environments and integrating service design into CI/CD pipelines.
• Understanding of business service modeling, service portfolios, and catalog management.
• Knowledge of regulatory/compliance standards (e.g., ISO 20000, COBIT, NIST).