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.

Competencies
- Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
- Balances stakeholders - Anticipating and balancing the needs of multiple stakeholders.
- Customer focus - Building strong customer relationships and delivering customer-centric solutions.
- General perspective - Taking a broad view when approaching issues, using a global lens.
- IT Supplier Relationships - Leverages a vendor management framework to manage strategic supplier relationships and supplier performance based on business need throughout the contract life.
- Request Fulfillment - Manages a service

📌 IT Service Delivery Leader (Guerrero)
🏢 Cummins Latin America
📍 Guerrero