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Kyndryl, Inc. Service Coordinator-IT Service Management in Bangalore, India

Your Role and Responsibilities

Service Coordinator is a member of the Account Management team providing a holistic view of the customer’s environment and making recommendations to improve overall customer service.

This role supervises, coordinates and maintains on a daily basis, the levels of service agreed with and expected by the customer (SLA or equivalent documents) while keeping a constant focus on improving the performance of the services provided. Note: This role is scalable, i.e., for small contracts the SM/DPE would typically execute this role as well. They represents the customer viewpoint to the delivery organization resources allocated (from the Operational Competencies) to the contract.

Responsibilities:

  • Be the first Service Management contact point for the delivery organization for all the "operational activities of the customer".

  • Assume the leadership and the operational responsibility for the resources (from the Operational Competencies) allocated to the customers or services under his responsibility.

  • With agreement from the SM/DPE, be the customer’s focal point for all aspects concerning service delivery on a day to day basis taking any necessary actions to maintain and to reinforce the quality of these operational contacts.

  • Own the operational Service or Customer documentation used within the delivery organization and assume responsibility for its update.

  • Assume responsibility for updating the hardware and software inventories in accordance with asset management processes.

  • Participate in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the customer and support the SM/DPE in the service status meetings held with the customer.

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Required Technical and Professional Expertise

Professional knowledge related to incumbent's department or function.

Engaged as an independent professional. Ability to articulate and compare alternatives approaches. Negotiate with specified objectives.

Recognize problems related to project objectives. Creativity and judgment applied to professional technical, or operational problems. Independently generates solutions, based on analytical skills & business knowledge. Challenge the validity of given procedures and processes to enhance and improve or develop complementary adjustments /solutions.

Works on special projects, or leads small teams, or manages routine technical/ operational activities or departments (national or international). Understands departmental mission and vision. Provides advice in technical/operational domain of specialization. Generally controls own work priorities and methods requiring tradeoffs.

Accountable for individual or team, or department results, and for the impact of the results on functional activities. Participates in overall departmental program planning. May have budgetary responsibility. Contributes by supporting activities that are subject to business measurements, impact customer satisfaction, or impact immediate costs or expenses.

Preferred Technical and Professional Experience

ITIL Foundation v4 Certified (or higher) , Knowledge of IBM SWG Brands and sub-Brands

Positive working attitude with a strong customer service focus

Can confidently work in an Agile environment

Proven soft skills, analytical skills, team player, excel skills and end user support

Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work

Intuitive individual with an ability to manage change and proven time management

Required Education Bachelor's Degree

Preferred Education Master's Degree

Country/Region India

State / Province KARNATAKA

City / Township / Village Bangalore

Being You @ Kyndryl

Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Other things to know

When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Primary job category Technical Specialist

Role ( Job Role ) Service Coordinator

Employment Type Full-Time

Contract type Regular

Position Type Early Professional

Travel Required No Travel

Company (Y030) Kyndryl Solutions Private Limited

Is this role a commissionable/sales incentive based position? No

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