IT Service Delivery Specialist

DESCRIPTION

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.

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• 4 - 6 years of IT Operations, service delivery and stakeholders management experience in manufacturing environment.

• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. Excellent verbal and written communication skills are essential for working closely with different regional and global team members and effectively managing problems as they occur.
• Customer focus - Building strong customer relationships and delivering customer-centric solutions.
• Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.
• Situational adaptability - Adapting approach and demeanour in real time to match the shifting demands of different situations.
• Incident Management - Maintains reported issues or requests assigned via the Incident Management system to log actions taken and track trends.
• Troubleshooting - Diagnoses and resolves the customer-identified issue by utilizing appropriate department standards to satisfy customer expectations.
• Problem Solving - Solves problems and may mentor others on effective problem solving by using a systematic analysis process by leveraging industry standard methodologies to create problem traceability and protect the customer; determines the assignable cause; implements robust, databased solutions; identifies the systemic root causes and ensures actions to prevent problem reoccurrence are implemented.
• Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

• 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.