SLA Manager
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
Service Level Management (SLM) - Job Description
Core Responsibilities
Define and manage service level objectives (SLOs) and ensure alignment with CUSTOMER expectations.
Monitor and evaluate service performance against agreed SLAs on a monthly basis.
Identify and report service level defaults when performance metrics fall below expected thresholds.
Administer service level credits (liquidated damages) for SLA breaches, calculated based on the percentage of calls outside acceptable service levels.
Facilitate earn-back mechanisms when performance exceeds SLA targets, subject to CUSTOMER discretion.
Ensure SLA compliance across all in-scope services including incident, change, and problem management.
Reconcile service level credits and earn-backs monthly.
Collaborate with CUSTOMER VP - Technology (Operations) for final sign-off on SLA adherence.
Maintain transparency and accountability through detailed SLA reporting and governance.
Ensure exceptions are documented and validated (e.g., disaster recovery, third-party delays).
Periodically audit SLA processes and metrics to ensure compliance and continuous improvement 1.
MIS Reporting - Job Description
Core Responsibilities
Own the creation, validation, and analysis of reports and dashboards across all ITSM processes.
Maintain a repository and regular backups of data sets and published reports.
Automate report generation and scheduling in collaboration with the Tools team.
Identify and resolve discrepancies in reporting data and formulas.
Develop and maintain a ready reckoner with definitions, formulas, frequency, logic, and stakeholders for training purposes.
Enable insights automation and align reporting practices with industry best standards.
Publish reports at defined frequencies (daily, weekly, monthly) and support ad-hoc reporting needs.
Report Types
Daily Reports:
Call logged, closed, pending, reopened, and TSAT data.
Antivirus dashboard.
Pending ticket report.
Partner dependency pending ticket report.
Compliance consolidated report.
Asset demand and issuance report.
Weekly Reports:
SLA compliance report.
FCR and KMDB report.
Backup and encryption compliance report.
Analysis of top end-user incident drivers and root causes.
Monthly Reports:
Operations dashboard covering SLA compliance, service improvement plans, escalations, and compliance posture.
Summarized asset view
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.
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Required Skills and Experience
• At least 5 years of experience in a key IT discipline such as desktop field services, network support, applications, security, or IT management
• Capability to navigate effectively between infrastructure and application platforms, businesses and functions, end users and senior management
• Expertise in desktop, technical, and help desk support, incident management, and service improvement
• Experience in SLA Management/Service Management
• Expertise in customer service and customer communications
Preferred Skills and Experience
• ITIL certified
• High level communicator with good written and verbal skills
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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Vision Insurance
- Life Insurance
- Dental Insurance
- Health Reimbursement Account
- Mental Health Benefits
- Short-Term Disability
- Long-Term Disability
- FSA
- FSA With Employer Contribution
- HSA
- HSA With Employer Contribution
- Virtual Fitness Classes
Parental Benefits
- Birth Parent or Maternity Leave
- Adoption Leave
- Non-Birth Parent or Paternity Leave
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Remote Work Opportunities
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Company Outings
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Volunteer Time Off
Financial and Retirement
- 401(K) With Company Matching
- Company Equity
- Stock Purchase Program
- Financial Counseling
Professional Development
- Mentor Program
- Access to Online Courses
- Lunch and Learns
- Internship Program
- Leadership Training Program
- Tuition Reimbursement
- Promote From Within
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Unconscious Bias Training
- Diversity, Equity, and Inclusion Program