We design, build, manage and modernize the mission-critical technology systems that the world depends on every day. Our people are at the center, discovering, co-creating, and strengthening. We push ourselves and each other to seek better, to go further, and we carry this energy to our customers. In October 2020, IBM announced it's intention to separate the IT Infrastructure Services unit of its Global Technology Services division into a new, separate public company, creating two industry-leading companies - IBM and Kyndryl. The spin-off is expected to be completed by the end of 2021. To find out more about Kyndryl, including information relating to privacy, please visit Kyndryl.com.
Please be aware Kyndryl will continue to use some IBM systems for a certain period after spin-off. This means when you sign up to either the IBM or Kyndryl candidate portal, you will have the benefit of being able to see and apply for IBM and Kyndryl jobs and to access information about IBM and Kyndryl jobs you have applied to, for a limited period from either candidate portal. If you have already signed up as a candidate on IBM’s portal, please continue to use this account to access IBM and Kyndryl jobs.
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.
- 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.
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
State / Province
City / Township / Village
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
Role ( Job Role )
(Y030) Kyndryl Solutions Private Limited
Is this role a commissionable/sales incentive based position?