IT Service Delivery Executive - Senior

Role Summary

Work summary

Responsible for the management, operation, delivery and support of assigned IT applications and/or infrastructure services; directs and coordinates staff to utilize available resources to achieve goals and objectives.

Responsibilities

• Participate in the delivery and support of specific IT services.
• Support service development and maintenance, ensuring availability of tools and resources (e.g. IT service catalog, asset management system)
• Generate and report on service delivery metrics and drive standards across geographies and locations (i.e. scorecards, service level agreements (SLAs) and customer satisfaction or Net Promoter Scores).
• Serve as customer contact for service-related inquiries and maintain relationships with key customers and vendors.
• Familiar with SLA/operational level agreements between other IT services provided.
• For recurring problems, root cause analysis using formal problem-solving methods is encouraged.
• Consistently use Six Sigma methods to reduce costs and improve processes. Identify opportunities for service improvement, discuss with customers and make requests for changes in assessment methods (if applicable)
• Maintains accuracy of service-related standards, procedures and work instructions in a knowledge management system.
• Ability to support service leaders when required.
• Advocate for the use of ITIL standards for IT service delivery content
• Leverage relevant business relationship management practices to maintain strong relationships to deliver business value.

Requirements

Skills

• Financially Sensitive - Interpret key financial indicators and use understanding of them to make better business decisions.
• Balancing Stakeholders - Anticipates and balances the needs of multiple stakeholders.
• Customer-centric - Build strong customer relationships and provide customer-centric solutions.
• Global Perspective - Have a broad perspective when looking at problems and demonstrate a global perspective.

IT Supplier Relationships - Leverage a supplier management framework to manage strategic supplier relationships and supplier performance throughout the contract lifecycle, leveraging the necessary processes and tools to control costs, drive service excellence, reduce risk, and obtain more value from suppliers based on business needs.

• Request Fulfillment - Manage service requests throughout their lifecycle in an efficient and professional manner using the necessary processes and tools to maintain customer satisfaction.
• Service Asset and Configuration Management - Manage service assets and configuration items by maintaining accurate configuration records to support other service management processes and provide documented and verifiable information.
• Service Catalog Management - Maintain a service catalog that contains all details of active and approved services for service operations using necessary processes and tools to provide users with clear and relevant information.
• Service Level Management - Uses the necessary processes and tools to ensure the quality of services delivered reaches agreed levels to maintain customer satisfaction.
• Troubleshooting - Meet customer expectations by diagnosing and resolving customer identified issues utilizing appropriate department standards.

Problem Solving - Resolve problems by utilizing industry standard methodologies to create problem traceability and protect customers, use systems analysis processes and can coach others to effectively resolve problems; identify assignable causes; implement sound, data-based solutions; identify systemic root causes and take recommended actions to prevent recurrence of problems.

Value differences – Recognize the value that different perspectives and cultures bring to the organization.

Education, Qualifications, Certifications

• A college degree, bachelor's degree, or equivalent degree in computer science, information technology, business, or related majors, or relevant equivalent work experience is required. This position may require a license related to compliance with export control or sanctions regulations.
• Moderate level of relevant work experience required. 3-5 years of experience.
• Job Systems/Information Technology
• Organization Cummins Inc.
• Role Category On-site with Flexibility
• Job Type Exempt - Experienced
• ReqID 2435032
• Relocation Package Yes
• 100% On-Site No

About the Company

#Invest in our People and Organizational Effectiveness

Job Engineering

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2430718

Relocation Package Yes

100% On-Site Yes

Due to the operational nature and specific job duties of this role, work is required to be completed 100% in person/On-site.

Cummins and E-Verify

At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates the right to work using E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. Visit http://EEOC.gov to know your rights on workplace discrimination.

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