IT Service Delivery Specialist

Role & responsibilities

Responsible for day-to-day delivery operations and support of defined IT systems and infrastructure services for Cummins Megasite; Coordinates with people and teams to accomplish goals and objectives using available resources. Lead operational support ensuring the effectiveness, efficiency, accuracy, and availability of systems for end users.

Key Responsibilities:

• Contributes to the delivery and support of all CBS IT Infrastructure services, onsite DC for Cummins Megasite (having 10 manufacturing plants and common facilities). Leading team of onsite engineers, supplier resources operating in different shifts.
• Supports the development and maintenance of services (i.e. IT Service Catalog, Asset Management system, ITIL Services)
• Generates and reports service delivery metrics and help drive 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 Service / Operational Level Agreements for IT Services Provided.
• Utilizes root cause analysis using the formal problem-solving approach for recurring issues.
• Identifies opportunities for service improvements.
• Maintains the accuracy of service-related standards, procedures and work instructions in a knowledge management system.
• Able to support the Service Owners when needed.
• Learn Business Relationship Management best practices to support delivery of business value.
• Lead routine maintenance, facilitates customizations and changes to, and ensures system disaster recovery for systems.
• Resolves issues and performs authorized changes and upgrades to existing systems.
• Performs preventative maintenance on IT systems and networks; monitors system performance and accuracy.
• Performs root-cause analysis to identify issues.

Qualifications:

• BE, Btech or Diploma in IT, Operations or project management etc.
• Different IT certifications related to Microsoft, Cisco, ITIL, MP, Agile etc.
• Knowledge of different continuous improvement methods like 6 Sigma, RCA, FTA, JDI etc would be added advantage.