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Cummins Inc. IT Service Delivery Leaders – Senior # NC032 in Rocky Mount, North Carolina

IT Service Delivery Leaders – Senior # NC032


IT Service Delivery Leaders – Senior #NC032

Cummins is a place big enough to coach and develop a global workforce and create the world’s leading clean, engine technology. We’re also small enough for you to find your fit and personal passion with a team of dependable, innovative thinkers who are developing their careers within a diverse, inclusive, empowering environment.

Learn more about this role and how you can begin Powering Your Potential .

Our Cummins Cummins Business Services Unit delivers reliable, durable, high performing products to our global partners. Working in an innovative space, you’ll develop high tech solutions that will fuel your advanced career skill set and empower you to own your career. Our integrated businesses demand the talents and creativity of individuals with a wide range of skills and experience.


This is an exciting opportunity for IT Service Delivery Leaders – Senior # NC032 in Whitakers, North Carolina.

Your impact will happen in these and other ways:

  • Responsible for the management, operations, delivery and support of defined IT applications and/or infrastructure services.

  • Direct and coordinate the efforts of people to accomplish goals and objectives using available resources.

  • Develop and maintain services and ensure that tools and resources are capable and available including the IT Service Catalog and Asset Management systems.

  • Generate and report service delivery metrics and drive standards across regions and locations and support the service as a key user contact for service-related inquiries and issues.

  • Interact with the appropriate IT process owners throughout the Service Management lifecycle and encourage root cause analysis using the formal problem-solving approach for recurring issues.

  • Maintain the accuracy of service-related standards, procedures, and work instructions in a knowledge management system and function as a Service Owner when delegated.

  • Champion the use of Six Sigma Methodologies to reduce costs and improve processes and identify opportunities for service improvements.

  • Work with the IT Service Owner, regional IT leaders, other service owners, IT architecture and outside suppliers to ensure the delivered services meet cost, quality, and delivery targets.

  • Ensure the quality of services delivered meet agreed levels using experience with Service Level Management in order to maintain customer satisfaction.

  • Manage service assets and configuration items by maintaining accurate configuration records to support other service management processes with documented and verifiable information.

  • Manage strategic vendor relationships throughout the business need and contract life cycle using required processes and tools to control costs, drive service excellence and mitigate risks to gain increased value from the vendors.

  • Maintain a service catalog that contains all detailed of active and approved services in service operations.

  • Analyze user needs and software requirements to determine feasibility of design within time and cost constraints.

  • Diagnose and resolve the customer-identified issues by performing diagnostic troubleshooting to satisfy customer expectations.

  • Lead the process to identify, assess and prioritize issues and risks using Project Issue and Risk Management processes to minimize, monitor, and control the probability and impact of negative events or to maximize the realization of positive events.

Skills and Experience Required:

  • IT Service Catalog and Asset Management systems

  • Service delivery metrics

  • Root cause analysis

  • Six Sigma Methodologies

  • Service Level Management

  • Vendor Management; Diagnostic troubleshooting

  • Project Issue and Risk Management

Required Education, Licenses or Certifications:

  • The positions require a Master’s degree in Computer Science, Management or Information Systems, Information Technology, Networking/Systems Administration or related field and 2 years of experience as a Computer or Infrastructure Engineer, Developer, IT Analyst or Operations Support Specialist, or related field.

  • Alternatively, the employer will accept a Bachelor’s degree in Computer Science, Management or Information Systems, Information Technology, Networking/Systems Administration or related field and 5 years of experience as a Computer or Infrastructure Engineer, Developer, IT Analyst or Operations Support Specialist, or related field.

JOB SITE: Whitakers, NC

WORK HOURS: 40 hours/week - 8:00 am to 5:00 pm

To apply, go to and refer to Job ID #NC032

Compensation and Benefits

Base hourly rate commensurate with experience plus bonus. 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.

Ready to think beyond your desk? Apply for this opportunity to start your career with Cummins today.

Not ready to apply but want to learn more? Join our Talent Community to get the inside track on great jobs and confidentially connect to our recruiting team:


Primary Location United States-North Carolina-Rocky Mount

Other Locations United States-North Carolina-Rocky Mount-US, NC, Rocky Mount, CDC Case-Cummins

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting Oct 13, 2021, 11:00:00 PM

Unposting Date Oct 29, 2021, 10:59:00 PM

Req ID: 210006OB