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IT Service Delivery Leader - Senior at CUMMINGS INC

Guadalajara, Castile-La Mancha, Spain -

Full Time

Start Date

Immediate

Expiry Date

14 Oct, 26

Salary

0.0

Posted On

16 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Management, ITIL, ServiceNow, Process Design, Workflow Management, Performance Monitoring, KPI Analysis, Stakeholder Management, Knowledge Management, Compliance & Governance, Root Cause Analysis, Six Sigma, Business Relationship Management, English Proficiency, Service Level Management, Incident Management

Industry

Motor Vehicle Manufacturing

Description

Key Responsibilities: Contributes to the delivery and support of specific IT services. Supports the development and maintenance of services and ensures that tools and resources are capable and available (i.e. IT Service Catalog, Asset Management system). Generates and reports service delivery metrics and drives standards across regions and locations (i.e. Scorecards, Service Level Agreement (SLAs) and Customer Satisfaction or Net Promoter Scoring). Acts as a point of contact for customers for service related inquiries and maintains relationships with key customers and suppliers. Is familiar with SLA / Operational Level Agreements between other IT Services Provided. Encourages root cause analysis using the formal problem solving approach for recurring issues. Champions the use of Six Sigma to reduce costs and improve processes. Identifies opportunities for service improvements, discuss with the customer and raise the request for change for assessment if appropriate. Maintains the accuracy of service related standards, procedures and work instructions in a knowledge management system. Able to support the Service Owner when needed. Champions the use of ITIL Standards for IT Service Deliverables Maintain strong relationships to deliver business value using relevant Business Relationship Management practices. Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.

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Responsibilities

Responsible for managing and improving IT Service Management (ITSM) processes and delivery through the ServiceNow platform. This includes optimizing workflows, monitoring performance metrics, and maintaining strong relationships with customers and suppliers.