Customer Technology Advisor IT Service Management

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

Join our team as a Customer Technology Advisor IT Service Management and become part of our Go-To-Market organization that shapes the future of IT services. In this role, you will provide advice on business process automation and IT service management (ITSM) and underlying systems and technology, e.g. ServiceNow.

You will collaborate with Consulting, Advisory, and Architecture teams across Sales, Pre-Sales, and Delivery, leveraging your technical expertise and ITIL best practices. Your responsibilities include:

• Advise and Design Solutions: Assess customer ITSM environments, identify gaps, and define requirements. Conduct discovery workshops, maturity assessments, and create transformation roadmaps aligned with ITIL and modern service management frameworks.
• Deliver Engaging Demonstrations: Prepare and present compelling demos, proofs of concept, and prototypes that clearly articulate the benefits and capabilities of proposed ITSM solutions.
• Collaborate with Stakeholders: Work closely with sales teams, architects, and customer stakeholders throughout the pre-sales cycle. Coordinate with internal delivery teams and external alliance partners to ensure technical feasibility and compliance with best practices.
• Lead Proposal Development: Drive the technical aspects of RFP responses, solution proposals, and cost estimations. Validate scope, assumptions, and compliance requirements to ensure alignment with customer expectations.
• Maintain Domain Expertise: Demonstrate deep knowledge of ITSM processes such as Incident, Problem, Change, Release, Configuration (CMDB), and Knowledge Management. Stay current on emerging technologies, automation trends, and governance models.
• Articulate Business Value: Translate technical features into clear business benefits, showcasing ROI and operational improvements to help customers understand the strategic impact of ITSM solutions.

Your Future at Kyndryl
Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you won't find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.

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.

Who you are:

• You have solid experience in IT Service Management and understand ITIL processes.
• You combine technical expertise with business advisory skills.
• You have a growth mindset and prioritize customer success.

Required Skills and Experience:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 6–8 years of experience as a Consultant in the area of IT Service Management, Business Process Outsourcing, Target Operating Model Design.
• Strong knowledge of IT service management, ITIL processes, and best practices as well as strong technical and communication skills to succeed in this role, ideally reflected through relevant certifications like ServiceNow certifications (e.g., Certified Implementation Specialist, Certified Application Developer).
• Experience in consultative selling and solution design.
• Excellent analytical and problem-solving skills.
• Strong communication and collaboration skills for cross-functional teamwork.
• Business-fluent in German or French, and English.

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.