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Service Coordinator

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Kyndryl

2mo ago

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

AI generated summary

  • You must have 5+ years in IT, expertise in support and service management, strong customer communication skills, and the ability to bridge infrastructure and application platforms.
  • You will coordinate customer service requests, manage incident resolution, monitor SLAs, drive process improvements, and facilitate communication during incidents while ensuring compliance with ITSM processes.

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.
  • 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.
  • 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.
  • 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 role of a Service Coordinator at Kyndryl?

The Service Coordinator at Kyndryl is responsible for delivering exceptional IT services, ensuring timely resolution of customer issues, coordinating service requests, maintaining communication with customers, and managing Service Support processes such as Incident, Problem, and Change Management.

What experience is required for the Service Coordinator position?

A minimum of 5 years of experience in a key IT discipline such as desktop field services, network support, applications, security, or IT management is required.

What skills are necessary for success in this role?

Required skills include expertise in desktop and technical support, incident management, service improvement, SLA Management, and strong customer service and communication skills.

Is ITIL certification preferred for this position?

Yes, ITIL certification is preferred for the Service Coordinator position.

What kind of work environment does Kyndryl provide?

Kyndryl offers an inclusive and equitable work environment that values diversity and fosters personal and professional development.

Are there opportunities for career growth at Kyndryl?

Yes, Kyndryl provides numerous opportunities for career growth, including hands-on experience, learning opportunities, and certifications in major platforms.

How does Kyndryl support employee well-being?

Kyndryl offers benefits that reflect the diversity of its employees, support well-being, and help employees and their families through significant life moments.

What types of volunteer opportunities does Kyndryl provide?

Kyndryl offers a company-wide volunteering and giving platform where employees can donate, start fundraisers, volunteer, and connect with various non-profit organizations.

How does Kyndryl ensure customer focus?

Kyndryl emphasizes a customer-focused approach, prioritizing customer success and maintaining constant communication throughout the service process.

Can I apply for this job if I have experience in a specific IT area not listed in the required skills?

While specific experience in the listed IT disciplines is required, relevant experience in other IT areas may still be considered. It's encouraged to highlight any transferable skills in your application.

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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.