Head of App Services

• Define and execute the UK App Services strategy and three-year transformation roadmap
• Build differentiated AI-powered App Services propositions and own the service portfolio lifecycle
• Act as senior App Services thought leader and represent Kyndryl in the marketplace, industry forums and partner ecosystem
• Partner with Sales, Alliance, Ecosystem, Account Management and Solutioning teams to drive bookings, renewals and expansion revenue
• Contribute to major pursuits, transformation proposals and executive briefings
• Own the App Services business plan, investments, operating model and overall performance
• Design and establish a global Development Factory primarily leveraging India
• Define the factory operating model, organisational structure, location strategy, governance and talent ramp-up plan
• Create standardised product ownership, development, QA, release, test automation, Dev Sec Ops and knowledge management processes
• Build scalable global delivery workforce and integrated UK/India delivery organisation
• Develop and institutionalise an AI-, automation- and data-driven App Services methodology
• Embed AI-assisted incident triage, ticket routing, knowledge generation, root cause analysis and predictive service management
• Establish AI-assisted engineering, modern architecture, Dev Sec Ops, SRE, continuous delivery and agent-based operating practices
• Define engineering, ITSM, observability, automation, knowledge management and AI tooling architectures with governance controls
• Create reusable delivery playbooks, service patterns, accelerators, templates and control points
• Develop UK and India workforce strategy, talent pipelines, competency frameworks, career paths, learning programmes and succession plans
• Establish partnerships with vendors, universities, training providers and industry bodies
• Govern portfolio delivery, contractual commitments, SLAs, KPIs, service reviews, incidents, escalations and continuous improvement
• Drive application modernisation, technical debt reduction, platform transformation, engineering improvement and AI adoption programmes
• Own risk management, controls, resilience, continuity planning, regulatory compliance and executive risk reporting
• Own P&L performance, pricing strategy, solution economics, deal reviews, renewals, utilisation and margin improvement
• Act as executive sponsor for strategic clients and lead executive reviews, transformation briefings, risk discussions and innovation showcases

Requirements

• 15+ years of experience in IT Services, application and system integration transformation and programme delivery, managed services or enterprise technology delivery
• 10+ years leading large-scale App Services, application operations or managed service organisations
• Proven experience managing significant service portfolios, ideally £50m+ in annual revenue or equivalent operational scale
• Experience across application development, product lifecycle management, application maintenance and modernisation
• Experience establishing or scaling offshore/global delivery centres, preferably in India
• Strong understanding of application support, maintenance, enhancement, modernisation and service transition
• Experience implementing AI, automation, Dev Ops, SRE, ITIL and cloud operating models in a production service environment
• Strong risk, governance and control experience across complex managed service contracts
• Financial and commercial management experience, including P&L ownership, margin improvement and deal economics
• Experience working with senior client executives and leading complex client escalations
• Desirable: experience in a Tier 1 global systems integrator or large-scale UK IT Services organisation
• Desirable: experience building new service lines
• Desirable: knowledge of Agentic AI operating models and AI governance in enterprise environments
• Desirable: public cloud certifications or strong operating knowledge of AWS, Microsoft Azure, Google Cloud or hybrid cloud environments
• MBA, advanced technology degree or equivalent senior business leadership qualification listed as desirable
• Knowledge of Application Management Services, IT managed services operating models, application development, AI-assisted service delivery, AIOps, observability, ITIL, Agile, Dev Ops, Dev Sec Ops, SRE, cloud-native applications, enterprise applications, integration platforms, legacy modernisation, cybersecurity, identity and access management, data protection, operational resilience, regulatory controls, commercial models, service transition, change, release, incident and problem management
• Core Competencies

Demonstrates extensive experience in IT Services and application transformation, with a strong focus on AI, automation, and Dev Sec Ops methodologies.

Proven ability to manage large-scale service portfolios and drive operational excellence through strategic planning and execution.

• Highest-signal resume keywords
• 15+ Years IT Services Experience
• Large-Scale App Services Leadership
• P&L Ownership and Financial Management
• AI and Automation Implementation
• Risk Management and Governance
• Hard Skills
• Application Development
• Service Portfolio Management
• Dev Sec Ops
• Cloud Operating Models
• Application Maintenance
• AI-Assisted Service Delivery
• ITIL
• Agile
• SRE
• Legacy Modernisation
• Soft Skills
• Executive Communication
• Client Relationship Management
• Leadership
• Strategic Thinking
• Problem Solving

Certifications & Qualifications

• Public Cloud Certifications
• MBA
• Advanced Technology Degree
• Industry Keywords
• Application Management Services
• IT Managed Services
• Service Transition
• Change Management
• Incident Management
• Problem Management
• Commercial Models
• Governance Controls
• Continuous Improvement
• Talent Development
• Tools & Technologies
• AWS
• Microsoft Azure
• Google Cloud
• AIOps
• Observability Tools
• Integration Platforms
• Cybersecurity Solutions
• Identity and Access Management
• Data Protection Tools
• Operational Resilience Frameworks
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