**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 adaptable, supportive environment where your well-being is prioritized and your potential can thrive.
**The Role**
As a Service Operations & Governance Analyst at Kyndryl, you'll support the Service Operations / ITSM Governance Manager by performing operational, administrative, and follow‐up activities related to Service Level Management, Metrics & Reporting, Continual Improvement tracking, and Vendor Information Management.
In this role, you focus on data consolidation, monitoring, documentation, and coordination to ensure visibility, consistency, and effective governance support across IT service operations.
Your work helps maintain accurate service reporting, reliable governance evidence, and structured follow‐up on improvement and vendor‐related activities.
**Key Responsibilities**
- Support Service Level Management activities through data collection, consolidation, and validation.
- Assist with SLA calculations, tracking, and reporting at the account level.
- Ensure periodic service reports are delivered on time, stored correctly, and consolidated in defined repositories.
- Track continual improvement actions and follow up with assigned teams on commitments and status updates.
- Support ITSM governance activities through documentation management and evidence collection.
**Your Future at Kyndryl**
Every position at Kyndryl offers a way forward to growing your career.




Whether you want to build a strong foundation in IT Service Management governance or expand your experience across service operations, you can find your opportunity here.
**Who You Are**
You're good at what you do and possess the required experience to prove it.
Equally important, you demonstrate strong organization skills, attention to detail, and the ability to follow up consistently while supporting governance and reporting activities.
**Required Skills and Experience**
- 1+ years of experience in IT operations, ITSM support, reporting, or administrative roles.
- Basic understanding of ITIL® 4 concepts, including: Service Level Management, Continual Improvement, Supplier / Vendor Management (information level)
- Experience working with ITSM tools (ServiceNow preferred) at a reporting or consultation level.
- Experience consolidating data for service metrics, SLA tracking, or reporting purposes.
- Proficiency using Excel or spreadsheets for data tracking and metrics.
- Experience managing documentation and files in shared repositories (SharePoint, Teams, shared drives).
- Strong attention to detail and organizational skills.
- Good follow‐up and coordination skills.
- Intermediate to advanced English proficiency, required for documentation and communication with global teams.
**Preferred Skills and Experience**
- Bachelor's degree completed or in progress in Information Technology, Systems, Administration,



or a related field.
- ITIL® 4 Foundation certification.
- Experience working with reports, dashboards, or service metrics.
- Basic exposure to reporting or visualization tools.
**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

📌 Service Operations & Governance Analyst (Xico)
🏢 Kyndryl
📍 Xico