Service Management Manager

This job is with Kyndryl, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

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.

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.

Required Skills and Experience

• At least 6-7 years of experience in Incident/ Problem /Change Management

• Accountability for audibility of the documented Incident, problem and change process

• Deploying the documented process, including education of process users during deployment

• Ensuring improvements to the process through required service improvements plans.

• Assisting in resolution of process exceptions that arise during normal day-to-day process activities as requested

• Monitoring regular process measurements

• Address and analyze negative trends that impact effectiveness or efficiency of the IPC processes

• Ensuring appropriate issue records are opened to address negative trends that are associated with specific operational areas or functions

• Ensuring ongoing education is provided to process users when requested or when circumstances indicate that education would improve process execution

• Performing post-resolution incident reviews and evaluating the effectiveness of incident resolution

• Orchestrate Incident Recovery by driving Incident Bridge. Consolidating an integrated resolution plan when multiple competencies/Business Units are engaged

• Acting as coordinator for multi Service Provider for Severity 1 Incidents/Major Incident

• Determining the impact and urgency of an incident and assigns priority.

• Creates a resolution plan outlining actions to resolve and recover incident.

• Responsibilities to Resolve, Recover and Close. Determines most appropriate approach to be used in resolving and recovering incident. Invokes Problem Management process where further investigation into root cause is required

• Communicates status to client of High priority incident throughout the Incident Lifecyle, as per communication plan.

• Validate 300-350 changes monthly and join CRB calls & Change clearing calls

• Reviewing the quality of changes, ensuring the record status is accurately reflected via generated reports

• Measuring change success against committed KPI's pertaining to Change Management process

• Collaborate with stakeholders to define and document service level agreements, performance metrics, and monitoring procedures.

• Ensure that SLAs are aligned with organizational goals and client expectations.

• Develop and implement processes for monitoring SLA performance and compliance.

• Analyze performance data and trends to identify areas for improvement and provide actionable insights.

Preferred Skills and Experience

• Graduate degree or equivalent qualification in Computer Science, Electronics & telecommunication.

• Proficient in using MS Office tools.

• ITIL v3/4 (Inter/Expert)

• Good understanding of infrastructure technologies

• Basic understanding of Hybrid Cloud, IaaS & PaaS Architecture, Networking Knowledge, Storage/database

• Familiarity with contract management and negotiation.

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.