Who We Are At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive. 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. 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 transparent 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 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 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. 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. The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities.

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.

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.

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. We want you to thrive here—and we’re committed to helping you do just that. Where we are committed to sustainable progress for our customers and supporting the communities where we work and live.

📌 Service Design Director (Toronto)
🏢 1110 Kyndryl Canada
📍 Toronto