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, DevSecOps 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, DevSecOps, 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, DevOps, 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, DevOps, DevSecOps, 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 DevSecOps 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
• DevSecOps
• 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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