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Cummins Inc. IT Service Delivery Leader in Columbus, Indiana

IT Service Delivery Leader


Our culture believes in POWERING YOUR POTENTIAL . We provide global opportunities to develop your career, make your community a better place and work with today’s most innovative thinkers to solve the world’s toughest problems.

We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce. That’s what #LifeAtCummins is all about.

We are looking for a talented IT Service Delivery Leader to join our team specializing in Cummins Business Services for our Corporate/CBS Segment in Columbus, IN.

In this role, you will make an impact in the following ways:

  • Responsible for the operations and delivery of IT service including IT Software and Infrastructure services. Directs and coordinates the efforts of people to accomplish goals and objectives using available resources. Plans, organizes, staffs, leads, and controls an organization to accomplish the goals.

  • Responsible for how a specific IT service capability is delivered and supported.

  • Participates in the Operating budget process. Helps determine service delivery charges and determines forecast of needs.

  • Responsible for 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).

  • Supports the Service as a key customer contact for service-related inquiries and issues. Maintains relationships with key customers and suppliers. Facilitates meetings with technical teams, IT, and business partners.

  • Is familiar with Operational Level Agreements between other IT Service owners. Interacts with the appropriate IT process owners throughout the Service Management lifecycle.

  • 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.

  • Can function as a Service Owner when delegated

  • Champions the use of ITIL Standards for IT Service Deliverables

  • Works with the IT Service owner, business unit customers, regional IT leaders, other service owners, IT architecture and outside suppliers to ensure the delivered services meet cost, quality, and delivery targets.


To be successful in this role you will need the following:

  • Significant IT experience required including supervisory experience. 4 years of relevant experience required.

  • This position may be remote/hybrid or may be based in Columbus, IN or Nashville, TN.

  • This role will be responsible for developing and continually improving the strategic technology roadmap that meets the ever-changing and dynamic needs of the Cummins workforce and our external business partners. Ongoing evaluation and understanding of emerging new tools and technologies is important.

  • The global service includes products, delivery, and IT support of Enterprise Content Management IT initiatives to improve information management, governance, protection, retention, and classification.

  • Assist end customers and the Managed Service providers with technical support, maintain process documentation, improve employee experience, communicate effectively, and manage change processes to deliver upgrades, process improvement, break/fix, and solution design for key projects.

  • Experience with utilizing monitoring and reporting capabilities to ensure continuous improvement for these technologies, including automation.

  • Experience with financial planning, hardware capital management, billing, strategic planning, customer support excellence, change/configuration management, and vendor management preferred.

  • Ability to coach, mentor and develop individuals and teams to achieve desired results.

  • Manage IT Supplier relationships for performance-based business needs using process and tools to control costs, drive service excellence, risk management and increase value from suppliers.

  • Keep Employee and User Experience in the forefront by intentionally piloting, evaluating and testing new tools and business capabilities in partnership with the Cummins Employee Experience MRG to collect feedback and ensure ongoing improvements

  • Provide excellent customer service to ensure issues or concerns are resolved quickly.

  • Global perspective and thinking strategically is critical for this role.

  • Specific knowledge of technology application platforms such as Microsoft Office 365, Microsoft Teams, OneDrive, SharePoint, Adobe, Box, and other tools with Enterprise Content Management functionality preferred.

  • College, university, or equivalent degree in Information Technology, Business or a related subject required

Compensation and Benefits

Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.

Cummins and E-verify

At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates right to work using E-Verify. Cummins will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.


Primary Location United States-Indiana-Columbus-US, IN, Columbus, Corporate Office Building

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting Jun 16, 2022, 9:14:48 AM

Unposting Date Ongoing

Organization Cummins Business Services

Req ID: 220004BP