Service Coordination

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.

If you're a passionate problem-solver with a drive to deliver the best possible IT services, then this is the perfect opportunity for you. Come join us at Kyndryl and let's work together to create innovative and progressive technical solutions for our customers and our communities.

Your Future at Kyndryl Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you won't find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.

• As responsible for the entire process lifecycle (whether change or problem), your tasks include planning, monitoring, approving, and continuous improvement of the process.
• Approve or reject changes, evaluating the possible risk or impact.
• Coordinates the process, and is responsible for the overall coordination of the process
• Design and maintain procedures for change and problem management as defined by ITIL.
• Convene and direct the Change Committee (CAB), facilitating the committee's decision-making as much as possible.
• Supervise the management of problems in all their phases, from their proposal to the assessment of the definitive or temporary solutions that are defined. Above all, by promoting the identification of the root cause of the incidents we want to avoid.
• Oversee the communication of all aspects of changes and issues, as well as document and safeguard documentation of both processes.
• Propose and manage continuous improvement activities.
• Collaborate in crisis management and communication, especially if they have their origin in a high-impact change.
• After the implementation of the changes or solutions for problems, follow up to ensure effectiveness.