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 As a Service Designer, you will be responsible for shaping end-to-end service experiences that align customer needs with business goals and operational realities. The role focuses on understanding how people, processes, technology, and policies come together to deliver services, then designing improvements that are practical, scalable, and measurable. Success in this role is demonstrated through clearly defined service blueprints, improved customer journeys, and solutions that can be implemented and sustained by delivery teams.
What you will do Map current state and future state services using tools such as service blueprints, journey maps, and ecosystem diagrams
Lead discovery activities and workshops to understand customer needs, operational constraints, and service performance gaps
Translate research insights into clear service concepts, principles, and design recommendations
Co-create solutions with cross functional teams including design, technology, delivery, and operations
Define service requirements that connect experience design with process, policy, and technology changes
Test and refine service concepts through pilots, prototypes, and feedback loops
Support handoff to operational teams by providing clear documentation, success measures, and implementation guidance
Measure service outcomes and identify opportunities for continuous improvement
Who You Are Experience in service design, experience design, or a closely related discipline
Proven experience creating service blueprints, journey maps, and system level design artifacts
Experience conducting and synthesizing qualitative research to inform service decisions
Experience working with large customer groups and event hosting
Experience with hospitality,



facilities and corporate real estate services
Experience working with cross functional teams across design, technology, and operations
Practical experience supporting implementation of new systems and processes in distributed environments with multiple senior executive stakeholders
Strong ability to document decisions, assumptions, and outcomes in a structured way
Preferred skills and experience; Experience designing services in large, complex, or enterprise environments
Familiarity with IT enabled or technology supported services
Experience working alongside UX, research, and business strategy roles
Background in human centered design or systems thinking methodologies
Formal education or certification in service design, design strategy, or related fields
You may also receive a comprehensive benefits package which includes medical and dental coverage, disability, retirement benefits, paid leave, and paid time off.
Note: If this is a sales commission eligible role, you will be eligible to participate in a sales commission plan in lieu of the annual discretionary bonus program.
Applications will be accepted on a rolling basis.
Equal Chance Employer (EOE) Statement All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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 goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success. We want you to thrive here—and we’re committed to helping you do just that.
At Kyndryl, we achieve progress the world depends on, with purpose. Beginning with the purpose that matters to you. Because here, you will be part of a culture designed with purpose. One that is restless, empathetic and devoted. Where we are committed to sustainable progress for our customers and supporting the communities where we work and live. All of you is what we want. And what we need. Join us, and together, we can advance the vital systems that power human progress.

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📌 Director, Service Design (Ontario)
🏢 1110 Kyndryl Canada
📍 Ontario