Job Summary:

Responsible for the management, operations, delivery and support of defined IT
applications and/or infrastructure services; directs and coordinates the efforts
of people to accomplish goals and objectives using available resources.

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 chance 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.

📌 IT Service Delivery Leader (India)
🏢 Cummins
📍 India