IT Service Delivery Leader - Senior

GPP Database Link (https://cummins365.sharepoint.com/sites/CS38534/)
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 delivery and support of specific IT services.
Leads the development and maintenance of services and ensures tools and resources are available and effective [replace capable] (e.g., IT Service Catalog, Asset Management System).
Generates and reports service delivery metrics, develops, and drives standards across regions and locations (e.g., Scorecards, Service Level Agreement (SLAs) and Customer Satisfaction or Net Promoter Scoring).
Serves as a point of contact for customers for service-related inquiries and maintains relationships with key customers and suppliers.
Understands Service Level Agreements (SLAs) and Operational Level Agreements for other IT services provided.
Lead problem-solving techniques (e.g., root cause analysis) for issues and implements identified opportunities for service improvements.
Champions the use of Six Sigma to improve processes and reduce costs.
Develops service-related standards, procedures, and work instructions in the knowledge management system.
Provides support to the Service Owner when needed.
Champions the use of ITIL Standards for IT service deliverables.
Partners with platform engineering and product teams to identify and implement improvements that enhance service quality, reliability, and performance.
Monitors service performance to proactively identify bottlenecks and coordinates with cross-functional teams to resolve issues and optimize delivery.
Develops and maintains knowledge base articles, including self-help and how-to guides, to support efficient service delivery and user empowerment.
Competencies: Technical Acumen - Demonstrates broad and adaptable technical expertise to ensure reliable IT service delivery, support, and administration across diverse environments, including enterprise, cybersecurity, and operational technology domains.
Process Management and Optimization - Designs, refines, and automates IT operations processes to improve efficiency, consistency, service quality, security, and cost effectiveness across diverse environments.
Service Quality and Reliability - Ensures IT services consistently meet performance, availability, and user satisfaction expectations by proactively maintaining service integrity, minimizing disruptions, and driving continuous improvement through collaboration, cost-effective practices, and operational excellence.
Risk Management - Proactively identifies, assesses, and mitigates risks to IT services, data, and operations by applying structured controls and communication strategies to strengthen resilience, ensure compliance, and reduce business impact through structured controls, cost-aware desicion-making, and communication strategies.
Incident and Problem Management - Responds to disruptions and recurring issues by restoring service quickly, identifying root causes, and applying structured methods to reduce risk, improve reliability, and prevent recurrence.
Standardization and Documentation - Creates and maintains clear, accessible documentation and standardized procedures to ensure consistent practices, traceability, and knowledge sharing across IT environments.
Reporting and Analytics - Uses data and reporting tools to monitor, analyze, and improve IT operational performance, enabling proactive decision-making, compliance, and service excellence across enterprise and local environments.
Demonstrating Domain Mastery - Maintains essential knowledge and proficiency in relevant domains, tools, technologies, methodologies, or frameworks through targeted credentials and rigorous proficiency, future-proofing organizational skills against strategic needs.
Vendor Engagement and Management - Builds and maintains effective relationships with external vendors to ensure IT services, tools, and support meets business needs.
Driving Effective Outcomes - Takes ownership, acts with urgency, and initiates action to turn goals into clear plans, decisions, guardrails, and cadences while navigating ambiguity and change to drive momentum and deliver consistent results.
Engaging with Impact - Communicates with clarity and purpose to align stakeholders, foster collaboration, build trust, and influence coordinated action across teams and functions to accelerate outcomes.
Values Differences - Recognizing the value that different perspectives and cultures bring to an organization.
Ensuring Customer Success - Embraces a customer-first mindset to deliver outcomes by linking customer needs and business priorities to aligned solutions, delivery, adoption, satisfaction, and realized value through sustained engagement that builds partnership and trust.
Education, Licenses, Certifications: College, university, or equivalent degree in Computer Science, Information Technology, Business, or related subject, or relevant equivalent experience required. This position may require licensing for compliance with export controls or sanctions regulations.
Experience: Intermediate level of relevant work experience required. 3-5 years of experience.
Partner with Quantum Global support team to provide comprehensive application functionality,
configuration, and support expertise for SAP Project System (PS) module and integration with Sales
& Distribution (SD) within our S/4HANA Business systems. Partners with architects, process owners,
and vendors to design solutions, close functionality gaps, and deliver enhancements that improves the
end-to-end project and billing processes/operations in S/4HANA for Europe and AME Distribution
business.
Solution Design & Configuration
Analyse and document business requirements across Project System (PS) module
integrated with Sales & Distribution (SD) 7perations+ recommend using standard SAP
capabilities wherever possible.o Configure, troubleshoot and validate Project System (PS) and Sales & Distribution
(SD) modules (e.g., billing, WBS, integration point with MM, SD, FIC7).
Partner with technical teams to deliver integrations (IDocs/API), forms, and Fiori appsPrepare functional specifications and test scripts.
Enhancement Delivery & Support
Lead fit-gap analysis+ propose solutions to address functionality gaps+ manage
configuration transport and documentation per change-control standards.
7wn incident/problem management for Project System (PS), root cause analysis, and
continuous improvements to stabilize operations.
Coordinate UAT with relevant business stakeholders, production readiness for releases
affecting Project System (PS).
Stakeholder Engagement (BSM/BRM)
Act as a Business Success Management (BSM) / Business Relationship Management
(BRM) owner for Project System (PS) (PowerGen Projects) stakeholders—building
strong relationships, eliciting needs, prioritizing demand, and communicating roadmaps
and enabling value realization.
Governance & Vendor Management
Maintain relationships with SAP implementation/Support partners+ global SAP support
and delivery team escalate product issues+ trac, notes and 7SS.
Ensure compliance with S7=, audit, and data governance+ uphold master-data quality
standards for materials, plants, storage locations, and warehouse attributes.
SAP PS & SD module techno-functional support and Deployment experience is required.
Significant level of relevant project/Program management work experience, including team
Leadership Experience, Required.
Job Systems/Information Technology
Organization Cummins Inc.
Role Category On-site with Flexibility
Job Type Exempt - Experienced
ReqID 2437359
Relocation Package No
100% On-Site No

Work arrangement
No