Service Manager in Turino, Italy

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

The Service Manager will be the primary contact for everything related to the delivery and management of requested services. Your main responsibilities will include maintaining a proactive relationship with the Client through regular alignments either in person or via call. You will act as the primary interface between the Client and the Sales/Pre-Sales teams and will serve as the first level of escalation for project or Application Maintenance (AM) issues. There will be direct involvement in severity 1 problems and interventions, as well as serving as the focal point for scheduled service outage communications. Additionally, the role includes accounting and monitoring service traffic reports for any service consumption overages, supporting the service performance report (including related Help Desk tickets), and monitoring and reporting on Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

Who You Are

• Ability to prepare and update service-level agreements (SLAs)

• A natural determination and predisposition to achieve objectives

• Knowledge of project management strategies based on PMI principles and skills in training Project Managers dedicated to the service

• Ability to formalize content appropriately and adapt communication style according to the context and audience

• Excellent skills in implementing mediation strategies even in critical situations

• Assertiveness in communication

• Problem-solving skills

• Ability to analyze an issue even without having full control of the relevant application domain

Preferred Skills and Experience

• Degree in Economics, Engineering, or Computer Science

• Degree in Communication Sciences or similar fields, provided accompanied by relevant work experience

• Experience in the banking sector is considered a plus

• Good knowledge of English, with a minimum level of B2-C1 required

• ITIL certification at a minimum foundation level

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.