## Director, Service DesignApply: Fully Remote: Toronto (KCA51701) HQ: Full time: Posted Today: End Date: September 30, 2026 (18 hours left to apply): R-68520**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 transparent 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 •Robust 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, orrelated fieldsThis position will be eligible for Kyndryl’s discretionary annual bonus program, based on performance and subject to the terms of Kyndryl’s applicable plans. 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.
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📌 Director, Service Design (Ontario)
🏢 Kyndryl
📍 Ontario