Change Manager (ITSM)

Job Summary

As a Change Manager, you will drive process excellence by monitoring operational performance, ensuring compliance, and identifying opportunities for continuous improvement. You will support and implement process changes, maintain accurate documentation, resolve operational issues, and manage escalations when needed. Working closely with process owners and cross-functional teams, you will promote consistent adoption of new processes, enhance efficiency, ensure audit readiness, and align business operations with customer and organizational objectives.

What you will do

• Execute daily process transactions in line with defined procedures, controls, and service expectations
• Monitor process outcomes to ensure accuracy, timeliness, and compliance with internal and customer requirements
• Identify process gaps, inefficiencies, or recurring issues and recommend targeted operational improvements
• Support the implementation of approved process changes, including updated steps, tools, or documentation
• Apply process knowledge to resolve standard operational issues and escalate exceptions when required
• Maintain clear and up to date process documentation to support consistency and audit readiness
• Collaborate with peers, process owners, and adjacent teams to align daily execution with customer priorities

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.

Required skills and experience

• Experience executing operational or administrative business processes in a structured environment
• Working knowledge of business operations, process management, and compliance requirements
• Ability to follow defined procedures while identifying improvement opportunities within existing processes
• Experience using standard process tools, systems, or trackers to complete and monitor transactions
• Ability to analyze routine operational issues and apply process best practices to resolve them
• Clear written documentation skills for recording process steps, changes, and outcomes

Preferred skills and experience

• Experience supporting multiple business processes or customer accounts
• Familiarity with continuous improvement concepts or methodologies
• Experience working in an environment with defined controls, audits, or regulatory requirements
• Exposure to process mapping or standard operating procedure development