Director, HR Services Delivery Center Leader (Americas)

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

The HR Services Delivery Center Leader (Americas) is responsible for the strategic leadership, operational excellence, and continuous transformation of the HR Services Delivery Center (Shared Services). This role ensures the delivery of high-quality, efficient, and scalable HR services across the employee lifecycle while driving standardization, automation, and an exceptional employee experience.

The leader partners closely with HR COEs, HR Business Partners, IT, Finance, and external vendors to enable a globally consistent, compliant, and customer-centric HR services model.

Key Responsibilities include:

1. Strategy & Leadership

• Define and execute the HR Services Delivery Center strategy, aligned with enterprise HR and business objectives.

• Lead and develop a high-performing, multi-level HR services organization across the US, Canada and Latin America.

• Serve as a thought leader for HR service delivery, shared services, and operating model evolution.

• Champion a strong service culture focused on quality, accountability, and continuous improvement.

2. Service Delivery & Operations

• Own end-to-end delivery of HR transactional and administrative services, including (as applicable):

o Employee data management

o Add-On/Ancillary Services

o Benefits and Comp administration

o Onboarding and offboarding (Start and Depart processes)

o Time, absence and attendance

o HR case management

o Reporting and compliance support

• Ensure consistent service levels (SLAs), KPIs, and customer satisfaction across all HR services.

• Proactively manage service risks, escalations, and issue resolution.

3. Employee Experience & Case Management

• Drive a seamless, consumer-grade employee experience through My Kyndryl platform (Knowledge Articles, Live Chat, Case Management).

• Use data, analytics, and feedback to continuously improve service quality and responsiveness.

• Ensure clear ownership, transparency, and timely resolution of employee inquiries.

4. Process Excellence & Transformation

• Lead process standardization, simplification, and re-engineering across HR services.

• Partner with HR Tech and CIO to implement automation, self-service, AI, and workflow solutions.

• Own the HR services roadmap for continuous improvement and innovation.

5. Governance, Risk & Compliance

• Ensure HR services operate in full compliance with local labor laws, data privacy (e.g., GDPR), and internal controls.

• Establish strong governance frameworks, documentation, and audit readiness.

• Manage vendor and outsourcing partners to ensure contractual performance and compliance.

6. Financial & Vendor Management

• Own the HR Services Delivery Center budget, cost management, and productivity targets.

• Track and report on cost-to-serve, productivity, and ROI of transformation initiatives.

• Lead vendor selection, contract negotiation, and ongoing performance management.

7. Stakeholder Management

• Act as the primary interface between HR Services and:

o HR Business Partners

o COEs (Talent, Rewards, L&D, etc.)

o IT, Finance, Legal, and Compliance

• Provide regular insights and performance reporting to senior HR and business leadership.

As a trailblazer in your own right, you'll take ownership of complex cases and provide resolutions, ensuring each employee's query is addressed with utmost care and attention. Additionally, you'll serve as a leader to colleagues, providing training and coaching to shape the next generation of HR Services superheroes.

At Kyndryl, your contributions matter. We value your insights and ideas, and you'll play a pivotal role in shaping our HR services for the better. Get ready to make an impact, and together, let's revolutionize the way we deliver HR support.

Your Future at Kyndryl

Kyndryl has a global footprint, which means that as an HR Services Professional at Kyndryl you will have opportunities to work on projects and collaborate with colleagues from around the world. This role is dynamic and influential - offering a wide range of professional and personal growth opportunities that you won't find anywhere else.

Kyndryl currently does not require employees to be fully vaccinated against COVID-19, however, if you are hired to work at a client, customer, or partner location, you may be required to show proof of vaccination to align with their respective COVID-19 vaccination policies. Those who believe they are eligible may apply for a medical or religious accommodation prior to the start of employment.

Who You Are

You're good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you're open and borderless - naturally inclusive in how you work with others.

Required Skills, Experience and Circumstances:

• Minimum of 5+ years of leadership experience in the Human Resources field, specifically managing an HR Service Center

• Extensive experience in HR services, oversee the day-to-day operations of the HR services center

• Deep knowledge and expertise in HR service delivery processes and procedures across a multi-tier model

• Proficient in ServiceNow case management

• Ability to lead organization transformation projects

• Excellent interpersonal and communication skills, with the ability to collaborate effectively with diverse

• Solid problem-solving and analytical skills, sensitive to data and detail orientated

• Strong organizational skills, attention to detail, and the ability to manage multiple projects simultaneously

• Experience with people management

• Strong leadership skills

• Experience working with global teams

• Ability to build strong relationships with internal and external stakeholders

Compensation

The compensation range for the position in the U.S. is $150,720 to $286,200 based on a full-time schedule. Your actual compensation may vary depending on your geography, job-related skills and experience. For part time roles, the compensation will be adjusted appropriately. The pay or salary range will not be below any applicable state, city or local minimum wage requirement.

There is a different applicable compensation range for the following work locations:

California (San Francisco Bay Area): $180,720 to $343,560

California (All Other): $165,720 to $314,880

Colorado: $150,720 to $286,200

Massachusetts: $150,720 to $314,880

New York City: $180,720 to $343,560

Washington: $165,720 to $314,880

Washington DC: $165,720 to $314,880

This 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.

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

Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Get Referred!

If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.