Director, Customer Technical Solutioner

About this role

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

Your Role
This strategic role is responsible for architecting differentiated Application Management Services (AMS) solutions for Kyndryl's strategic enterprise pursuits. The Solution Architect combines deep application services expertise with agentic AI, policy as code, automation, observability, DevSecOps, and modern engineering practices to create autonomous operating models that improve client outcomes, reduce cost, and accelerate innovation.

What you will do:

• End-to-end solution framing. Own the AMS solution from requirements analysis through to the final proposal: scope, service catalogue, operating model, governance, SLAs/KPIs, risks, assumptions and exit strategy.

• Deal pricing and commercial shaping. Build and defend the pricing model: baseline effort, FTE and ticket-based sizing, productivity and automation commitments, pricing constructs (fixed price, unit-based, outcome-based), margin and risk contingencies, in partnership with Finance and Deal Desk.

• Agentic AMS solutioning. Define where AI agents and automation fit across the incident, problem, change and request lifecycle.

• Transition methodology. Design a tailored transition and knowledge transfer approach based on the client's landscape, technology and platforms: waves, shadow and reverse-shadow phases, knowledge capture, readiness criteria, risk mitigation and stabilization.

• Global delivery design. Build an appropriate global delivery model (onshore, nearshore, offshore) into the solution, covering location strategy, follow-the-sun coverage, resourcing, compliance, security and continuity requirements.

• ITSM / ITIL process design. Define and customize incident, problem, change and service request processes, tooling integration, priority matrices and SLAs to fit the client's landscape and ways of working, while staying aligned to ITIL standards.

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.

Required Experience and Skills

• 15+ years of experience in Application Managed Services AND 5-7+ years of active / recent AMS solution experience.

• Strong understanding of the application landscape: custom-built applications, COTS and packaged applications, and the technology stacks and platforms that support them.

• Demonstrated experience pricing AMS deals, including effort estimation, pricing models, productivity assumptions and commercial risk.

• Solid understanding of Agentic AMS, including pros and cons, and proven ability to shape an agentic AMS solution and business case for a client.

• Hands-on experience defining transition methodologies and tailoring them to a client's landscape, technology and platform.

• Deep working knowledge of ITSM and ITIL processes (incident, problem, change and service request) and the ability to customize them for different client environments.

Preferred Experience and Skills

• Experience with agentic AI, AIOps, observability, intelligent automation, LLMs, RAG, AI orchestration, and policy as code.

• Healthcare, insurance, financial services, manufacturing, retail, or public sector experience.

• Experience leading global delivery organizations and large pursuit teams.

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…