Senior Associate II, Customer Service

Job description

Who We Are At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive. The Role Your Role: Join Kyndryl as a Service Delivery Coordinator (Band 6) to drive operational excellence, ensure ITIL compliance, and maintain exceptional customer satisfaction. You will oversee end-to-end service delivery, manage client escalations, and lead process improvements to guarantee service stability. What you will do: Service Operations & SLA Management: Drive Incident, Problem, Change, and Request processes to meet SLAs/KPIs, minimize major incident impact, and submit RCAs. Governance & Client Relations: Lead weekly, monthly, and quarterly service reviews, present performance dashboards, and act as the primary escalation point. ITIL Governance: Oversee Incident, Problem, Change, Request, Asset/Configuration, and Service Level Management in line with compliance standards. Risk & Audit Management: Identify operational risks, ensure audit readiness, track observations, and support security/vulnerability remediation. Continuous Service Improvement (CSI): Analyze service trends, implement automation, address recurring issues, and establish preventive measures. Vendor & Team Coordination: Align third-party vendor performance with contracts and drive cross-functional collaboration. Your Future at Kyndryl: This is a true “start here, go anywhere” opportunity. As you get a close-up look at a wide variety of Kyndryl job roles, you can choose your career path. Many have moved up to the 2nd or 3rd level escalation team. Others go on to further education/certifications and more senior or technical roles. Every position at Kyndryl offers a way forward to grow your career—including hands-on experience, learning opportunities, and the chance to certify across major enterprise platforms. 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: Strong understanding of ITIL Framework and Service Management processes. Experience in IT Infrastructure, Cloud, Network, End User Computing, or Managed Services environments. Knowledge of TSM tools. Experience with SLA/KPI reporting and governance. Escalation Management . Excellent Communication Skills Problem Solving Approach . Experience & Qualification Graduate in Computer Science, Information Technology, Engineering, or related Mandatory 6+ years of Banking domain experience. ITIL Foundation certification (mandatory). ITIL Intermediate/Managing Professional certifications (preferred). Preferred Banking Knowledge . Preferred Banking Knowledge Finacle Core Banking Solution CBS Operations Branch Banking Processes Digital Banking Channels Regulatory and Information Security Compliance Incident, Problem, and Change Management in Banking Environment Being You The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way. What You Can Expect Your career with us isn’t just a job—it’s an adventure with purpose. We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best. From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth. We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success. We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next. 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.