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
We are looking for a First Service Leader (FSL) with strong experience in IT infrastructure service management and leading high-performance teams. In this strategic and operational role, you will lead a multidisciplinary Fusion Squad (L1, L2, and L3 support), responsible for ensuring delivery excellence, critical environment stability, and direct alignment between technical operations and client business priorities.

The FSL serves as the intersection between daily operations, service governance (ITIL/Agile), executive clients,



and technology transformation initiatives (automation, efficiency, and innovation).

Main Responsibilities
1. Operational Leadership and Team Management
• Lead and coordinate multidisciplinary cells (Fusion Squads) and geographically distributed teams in operational support models (including 24/7 coverage).
• Develop technical talent, manage performance, define career plans, and promote team capability building.
• Minimize internal handoffs and dependencies, optimizing workflow and seamless value delivery.
• Foster a customer-centric culture, collaboration, and accountability for end-to-end service outcomes.

2. Service Governance and Operational Excellence
• Oversee comprehensive service management under ITIL frameworks, ensuring the stability, availability, continuity, and security of critical enterprise environments.
• Monitor and strictly enforce compliance with contractually agreed SLAs, KPIs, MTTR, and qua

📌 First Service Leader (Bogotá)
🏢 Kyndryl
📍 Bogotá