Opening For Service Desk/Delivery Coordinators (ITIL Certified)

Syndrome NewEdge; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Syndrome NewEdge in Mumbai is seeking a Service Desk / Service Delivery Coordinator with 5–10 years of experience to manage day-to-day service operations and ensure high customer satisfaction. The role emphasizes incident coordination, SLA adherence, and strong cross-functional communication.

The candidate should possess ITIL knowledge, excellent communication, and hands-on experience in service desk activities within an ITIL-based environment.

Qualifications

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

Responsibilities

• Coordinate service desk activities including ticket assignment, tracking and closure.
• Ensure timely response and resolution of incidents and service requests.
• Monitor ticket queues and adherence to SLAs.
• Act as central point of contact for escalations and service issues.
• Track and report service performance against SLAs and KPIs.
• Coordinate with technical teams to ensure timely resolution.
• Assist onboarding of new customers and transitioning services to operations.

Skills

ITIL processes

Communication

Coordination

Problem solving

Analytical thinking

Education

Bachelor's Degree in IT/CS/Engineering

ITIL Foundation

Tools

Ticketing tools

Job description

IHE-SYN-SDC-Mum:

Job Description:

Location: Mumbai

Experience: 5 - 10 Years

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 Managemen

• 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.