Senior Associate II, Customer Service

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.

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.

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.

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. Technical & Process 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