Junior Change & Problem Manager

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 Change & Problem Manager at Kyndryl, you'll be responsible for governing and operating the Change Enablement and Problem Management practices to ensure service stability, controlled operational risk, and continuous improvement across the organization.

In this role, you will focus on preventing service disruptions by ensuring changes are assessed and implemented with appropriate risk controls, driving root cause analysis for high‑impact and recurring incidents, and ensuring that structural corrective actions are implemented and sustained. You will work closely with cross‑functional ITSM and technical teams to ensure strong alignment between Incidents, Problems, and Changes, contributing to stable, predictable, and resilient IT services.

Key Responsibilities

• Govern and operate the Change Enablement and Problem Management practices to ensure service stability and controlled operational risk.
• Assess, review, and approve changes based on risk, impact, testing readiness, and rollback planning, and monitor change implementation.
• Drive and coordinate root cause analysis for high‑impact or recurring incidents and ensure corrective and preventive actions are implemented and closed.
• Ensure strong alignment and traceability between Incidents, Problems, and Changes, preventing recurrence of service disruptions.
• Analyze trends, failed or emergency changes, and operational data to provide risk visibility, insights, and continuous improvement actions to stakeholders.

Every position at Kyndryl offers a way forward to growing your career. Whether you want to broaden your knowledge across IT service management disciplines or specialize in governance, risk, and service stability, you can find your opportunity here.

Who You Are

You're good at what you do and possess the required experience to prove it. However, equally important, you have a growth mindset and a strong customer focus, with the ability to work collaboratively across teams to improve service reliability and operational outcomes.

Required Skills and Experience

• 3+ years of experience in IT operations, IT service management, or governance roles.
• Intermediate to advanced knowledge of ITIL 4 practices, with strong emphasis on: Change Enablement, Problem Management, Incident Management (strong interaction)
• Hands‑on experience with enterprise ITSM tools, including ServiceNow (Change, Problem, and Incident modules at a functional or governance level).
• Experience participating in Change Advisory Boards (CABs) and post‑incident reviews.
• Strong understanding of risk‑based decision‑making and operational risk control.
• Practical experience conducting or coordinating root cause analysis and corrective action plans.
• Ability to analyze trends, exceptions, and recurring patterns to identify systemic issues.
• Strong coordination, facilitation, and communication skills to work effectively with cross‑functional and global teams.
• English proficiency at an intermediate to advanced level, required for technical documentation, global communication, and incident reporting.

• Bachelor's degree in Information Technology, Systems Engineering, or a related field.
• ITIL 4 Foundation certification.
• Experience working with change calendars, risk assessments, and change readiness reviews.
• Experience creating or maintaining reporting and trend analysis dashboards for ITSM processes.
• Exposure to continuous improvement, service stability, or operational resilience initiatives.
• Experience in environments with high availability, regulated operations, or complex enterprise services.