Description
GPP Database Link

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; plans, organizes, staffs, leads, and controls an organization to accomplish the goals.

Key Responsibilities:
- Delivery of the end-to-end IT service management.
- Ensures on-going service compliance with all company policies or legal requirements.
- Plans and manages (or participates in) the Operating budget process.
- Determines service component pricing and delivery charges.
- Determine forecast of needs.
- Responsible for the execution and improvement of services and ensures that tools and resources are capable and available. (i.e. IT Service Catalog, Asset Management system).
- Ensures ongoing service delivery and support meet agreed customer requirements. Reviews service agreements, monitors and reports service delivery metrics (i.e. Scorecards, Service Level Agreement (SLAs)



and Customer Satisfaction or Net Promoter Scoring).
- Represents the Service.
- Primary customer contact for service-related inquiries and issues.
- Communicates on major service outages/escalations. Develops and manages relationships with key customers and suppliers. Maintains relationships and facilitates meetings with technical teams, IT, and business partners. OLA's with other IT Service owners. Liaise with the appropriate process owners throughout the Service Management lifecycle.
- 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 and supports their implementation. Works with business unit customers, regional it leaders, other service owners, corporate architecture and outside suppliers to ensure the delivered services meet cost, quality, and deli

📌 IT Service Owner (Pune)
🏢 Cummins
📍 Pune