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Service Coordination

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Kyndryl

Jan 3, 2025

  • Job
    Full-time
    Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Madrid
  • Quick Apply

AI generated summary

  • You need 5+ years in IT (desktop services, network support, etc.), strong skills in incident management, SLA management, and customer communications, with the ability to work across functions and levels.
  • You will coordinate IT service requests, manage incident and problem processes, ensure SLA compliance, communicate with customers, drive process improvements, and oversee incident recovery efforts.

Requirements

  • At least 5 years of experience in a key IT discipline such as desktop field services, network support, applications, security, or IT management
  • Capability to navigate effectively between infrastructure and application platforms, businesses and functions, end users and senior management
  • Expertise in desktop, technical, and help desk support, incident management, and service improvement
  • Experience in SLA Management/Service Management
  • Expertise in customer service and customer communications

Responsibilities

  • Join Kyndryl as a Service Coordinator and take charge of a dynamic role that puts you at the forefront of delivering exceptional IT services to our customers.
  • As a Service Coordinator, you'll be responsible for ensuring timely and effective resolution of customer issues, coordinating and managing service requests, and maintaining constant communication with customers throughout the service process.
  • At Kyndryl, you'll have the opportunity to work with other IT teams, end-users, and stakeholders across the organization to ensure that service delivery is aligned with the needs and expectations of the business.
  • As a part of our team, you'll be instrumental in documenting and updating service management procedures and workflows, monitoring and reporting on service level agreements (SLAs), and ensuring that our ITSM systems are maintained and updated to support efficient and effective service delivery.
  • You'll be responsible for managing Service Support processes, including Incident, Problem, and Change Management, and ensuring compliance with these processes.
  • You'll also be responsible for driving process improvements through service improvement plans, monitoring regular process measurements, addressing negative trends that impact effectiveness or efficiency of the IPC processes, and ensuring that ongoing education is provided to process users when requested or when circumstances indicate that education would improve process execution.
  • As a Service Coordinator at Kyndryl, you'll perform post-resolution incident reviews and evaluate the effectiveness of incident resolution.
  • You'll also be the orchestrator for incident recovery by driving the incident bridge and consolidating an integrated resolution plan when multiple competencies or business units are engaged.
  • With your expertise in IT services, you'll invoke problem management processes where further investigation into root cause is required and communicate the status of high-priority incidents to customers throughout the incident lifecycle, as per the communication plan.

FAQs

What is the primary role of a Service Coordinator at Kyndryl?

The primary role of a Service Coordinator at Kyndryl is to ensure timely and effective resolution of customer issues, coordinate and manage service requests, and maintain constant communication with customers throughout the service process.

What kind of experience is required for this position?

Candidates must have at least 5 years of experience in a key IT discipline such as desktop field services, network support, applications, security, or IT management.

Is ITIL certification required for this role?

While ITIL certification is preferred, it is not explicitly required for this role.

What skills are essential for a Service Coordinator?

Essential skills include expertise in desktop, technical, and help desk support, incident management, service improvement, SLA management/service management, and strong customer service and communication abilities.

What opportunities for professional growth does Kyndryl provide?

Kyndryl offers hands-on experience, learning opportunities, and the chance to certify in all four major platforms, enabling employees to broaden their knowledge base or specialize in specific sectors.

How does Kyndryl encourage diversity and inclusion in the workplace?

Kyndryl fosters diversity and inclusion through various initiatives, including Kyndryl Inclusion Networks, which create a supportive environment for employees of all cultures, backgrounds, and experiences.

What can employees expect in terms of benefits?

Kyndryl provides benefits designed for employee well-being, reflecting diversity among employees, and supporting them through important life moments.

What type of customers does Kyndryl serve?

Kyndryl serves Fortune 100 clients, offering opportunities for innovation and the development of new capabilities and processes.

How does communication occur during high-priority incidents?

The Service Coordinator is responsible for communicating the status of high-priority incidents to customers throughout the incident lifecycle, following an established communication plan.

What kind of processes will the Service Coordinator be managing?

The Service Coordinator will manage Service Support processes, including Incident, Problem, and Change Management, ensuring compliance and driving process improvements.

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Kyndryl

We design, build, manage and modernize the mission-critical technology systems that the world depends on every day.

Consulting
Industry
10,001+
Employees
2021
Founded Year

Mission & Purpose

We have the world’s best talent that design, run, and manage the most advanced and reliable technology infrastructure each day. Together, we think holistically about the health of these vital technology ecosystems. We are a focused, independent company that builds on our foundation of excellence by creating systems in new ways. Bringing in the right partners, investing in our business, and working side-by-side with our customers to unlock potential. We're raising the bar. Our experience speaks for itself: We have 90,000 highly skilled employees around the world serving 75 of the Fortune 100. But our purpose is what drives us: Advancing the vital systems that power human progress. Because when a digital ecosystem is healthy, it can more readily adapt and support continuous growth and that opens up a world of possibility for everyone. Together, we are the heart of progress.