Customer Service Coordinator

**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.**
But equally important - you have a growth mindset, are eager to drive your own development, and thrive in a collaborative, customer-centric environment. You’re someone who leads with empathy, communicates with clarity, and knows how to keep things moving.

**About the Role**:
As a Customer Service Coordinator, you will lead the coordination of two service desks:

- One supporting internal users (B2C)
- One focused on external business clients (B2B)

You’ll be the bridge between technical teams, clients, and leadership—ensuring service excellence, managing escalations, and driving continuous improvement.

**Key Responsibilities**:

- Coordinate day-to-day operations of both service desks
- Manage escalations and ensure SLA compliance
- Present services to clients and gather feedback for improvements
- Lead onboarding and training initiatives for new tools or processes
- Collaborate with reporting teams and other support functions
- Support managers in driving compliance (e.g., cybersecurity training)

**Required Skills and Experience**:

- Minimum 5 years in IT service coordination or similar roles
- Strong knowledge of ITIL practices (incident, request, and service management)
- Experience with ITSM tools such as ServiceNow
- Excellent communication and stakeholder management skills

**Preferred Qualifications**:

- ITIL certification
- Experience in companies offering IT support services (especially B2B)Background in Systems, Telecommunications, or related fields (technologist level acceptable)

**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