Opening For Service Desk/Delivery Coordinators (ITIL Certified)

IHE-SYN-SDC-Mum:

Job Description:

Location: Mumbai

Experience: 5 - 10 Years

Role Overview: The Service Delivery / Service Desk Coordinator is responsible for coordinating day-to-day service operations, ensuring smooth service delivery, and maintaining high levels of customer satisfaction. The role focuses on incident coordination, SLA management, service desk operations, and effective communication between internal teams, customers, and vendors.

The ideal candidate should have strong knowledge of service management processes, excellent communication skills, and hands-on experience in managing service desk activities in an ITIL-based environment.

Key Responsibilities

Service Desk & Incident Coordination:

• Manage and coordinate service desk activities, including ticket assignment, tracking, and closure.
• Ensure timely response and resolution of incidents and service requests.
• Monitor ticket queues and ensure adherence to defined SLAs.
• Act as a central point of contact for escalations and service issues.

Service Delivery & SLA Management

• Track and monitor service performance against agreed SLAs and KPIs.
• Coordinate with technical teams (L1/L2/L3) to ensure timely resolution.
• Prepare and share service performance reports with stakeholders.
• Participate in service review meetings and continuous improvement initiatives.

Customer & Stakeholder Management

• Act as the first point of contact for customers for operational and service-related queries.
• Ensure regular communication with customers regarding incidents, requests, and updates.
• Manage expectations and maintain high customer satisfaction levels.

Process & Compliance

• Ensure adherence to IT service management processes and best practices aligned with ITIL.
• Support incident, problem, change, and request management processes.
• Maintain proper documentation and reporting.

Operational Coordination

• Coordinate with internal teams, vendors, and partners for issue resolution.
• Assist in onboarding new customers and transitioning services to operations.
• Support audits, compliance activities, and service improvement initiatives.

Required Skills & Competencies

• 5 - 10 years of experience in service desk / service delivery coordination.
• Strong understanding of ITIL processes and service management best practices.
• Excellent communication and coordination skills.
• Strong analytical and problem-solving abilities.
• Ability to work in fast-paced, customer-facing environments.

Preferred Skills

• Experience in managed services or system integrator environments.
• Experience with ticketing tools and service management platforms.
• Basic understanding of IT infrastructure (networking, servers, cloud, security).

Educational Qualification:

• Bachelors Degree in IT / Computer Science / Engineering or equivalent.
• ITIL certification (mandatory), such as:
• ITIL Foundation

Key Performance Indicators (KPIs)

• SLA adherence and ticket resolution performance.
• Customer satisfaction scores.
• Accuracy and timeliness of reporting.
• Effective coordination and reduction in escalations.