Senior Squad Leader

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 Are you ready to take your leadership skills to the next level and make a significant impact through technological innovation and service delivery excellence? As a Squad Leader, you'll drive a team of highly skilled and motivated professionals, entrusted with delivering state-of-the-art solutions and pioneering initiatives that will chart the future of Kyndryl.Your role as a Squad Leader extends beyond traditional leadership. You'll be the go-to-expert in your technology and service domain – guiding, motivating, and mentoring your squad to ensure the seamless delivery of services and initiatives. Collaborating closely with cross-functional teams is paramount to achieving our business objectives and transforming requirements into strategic opportunities.You will be at the forefront of service quality – dedicated to ensuring that your team not only meets but exceeds customer expectations while adhering to relevant Service Level Agreements (SLAs). Managing escalations, engaging with customers, optimizing workflows and priorities, and efficiently handling backlogs will be second nature to you. You'll run Agile ceremonies – driving improvement in our delivery processes. Your determination to enhance squad outcomes is the catalyst for success.As a Squad Leader, you'll be the bridge between business requirements and innovative solutions. Through close collaboration with stakeholders, you'll gain profound insights into their needs and translate them into strategies that push the boundaries of what's achievable. You will be the champion for continuous improvement, and your end-to-end ownership of your technology and service domain will empower you to transform business requirements into the opportunities that drives Kyndryl forward.This role is instrumental in how we deliver exceptional services to our customers – building their trust and confidence in our capabilities. Your work will not only impact the way we do business but also redefine how we deliver excellence in technology services. 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. We are looking for an experienced ITSM Lead with strong expertise in ServiceNow, ITIL frameworks, and Agile methodologies (Scrum / Kanban) to oversee AMS operations and ensure high service quality and availability. Required Technical and Professional Experience Leader AMS squads and coordinate support activities. Manage critical incidents (war room) and ensure rapid resolution. Govern backlogs, SLAs, and OLAs, ensuring compliance and performance. Oversee AMS operations governance following ITIL best practices (Incident, Problem, Change, Release). Drive Continuous Improvement and System Enhancements Drive continuous improvement initiatives and manage system enhancements. Track and manage story points and availability metrics for service performance. Technical & Process Expertise ITSM Tools: ServiceNow (or similar platforms). Frameworks & Methodologies ITIL (certified preferred) Agile (Scrum, Kanban) Professional Experience Strong experience in incident, problem, and change management. Ability to handle high-pressure environments and critical issue resolution. Location Hybrid / São Paulo Being YouDiversity 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. 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 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. Employee Learning Programs 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. Volunteer & Giving Platform Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. Investing in You 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. #J-18808-Ljbffr