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.

Who You Are

You're good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you're open and borderless - naturally inclusive in how you work with others.

Key Responsibilities:

• Manage the end-to-end delivery of application/web application support services to clients.
• Serve as the primary point of contact for clients regarding service delivery issues, escalations, and inquiries.
• Develop and maintain strong relationships with clients to understand their needs and ensure service delivery meets or exceeds expectations.
• Collaborate with cross-functional teams, including development, operations, and support, to resolve client issues and improve service delivery processes.
• Define and track key performance indicators (KPIs) to measure the effectiveness of service delivery and identify areas for improvement.
• Lead regular service review meetings with clients to review performance, discuss upcoming changes, and gather feedback.
• Develop and implement service improvement plans to address areas of concern and drive continuous improvement.
• Provide leadership and guidance to the support team, ensuring they have the necessary skills and resources to deliver high-quality service.
• Stay informed about industry trends, best practices, and emerging technologies related to application support and service delivery.
• Prepare and present reports on service delivery performance, including trends, issues, and recommendations, to management and clients.

Qualifications:

• Bachelor's degree related field.
• Proven experience (5+ years and above) in a service delivery management role, preferably in the application/web application support domain.
• Proven experience of delivery in enterprise application web technologies in BFSI industry.
• Excellent communication and interpersonal skills, with the ability to effectively engage with clients, stakeholders, and team members.
• Strong leadership and management skills, with the ability to motivate and inspire team members to achieve goals.
• Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.
• Proven track record of driving continuous improvement initiatives and delivering measurable results.
• Certifications such as ITIL Foundation, PMP, or similar are a plus.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and

Being You

Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Get Referred!

If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.