Cummins - IT Service Delivery Leader - SAP Service Management in Pune, भारत

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 https://jobeax.com/link/hZJt0CGw8IpbX4F9 Experience : 5+ years- Owns global operational accountability for SAP S/4HANA Service Management processes and supporting capabilities.- Oversees service process performance, operational efficiency, customer service outcomes, warranty and contract execution support, service parts integration, and service business insights.- Partners with service business leaders, process owners, field service teams, aftermarket operations, regional stakeholders, and delivery teams to improve process performance and adoption.- Governs incidents, problems, enhancements, and operational risks impacting service execution, customer commitments, warranty performance, technician enablement, and service operations.- Drives continuous improvement opportunities across service order management, service execution, service parts processes, customer support, and service https://jobeax.com/link/VuXox0VxY6hyg3L7 Functional Operations Framework : - Run : Assures stable production operations, effective incident and problem management, and reliable service performance.- Improve : Drives continuous improvement, process optimization, standardization, automation, and reduction of manual effort.- Govern : Oversees Service Assurance, enhancement demand, release readiness, operational risk, and service provider performance.- Measure : Uses business insights, SAP analytics, Signavio, Business Process Insights, and operational metrics to inform decisions.- Transform : Shapes the functional operations roadmap, reduces technical debt, and influences future capability evolution through lessons learned from production operations. (ref:hirist.tech)