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EUC Delivery Leader - North America

Description

EUC Delivery Leader - North America

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 EUC Delivery Leader - North America to join our team specializing in SYSTEMS/INFORMATION TECHNOLOGY for our Corporate/CBS Segment in Columbus, IN / your remote home office.

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

• 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.

• 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

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

Skills

• Service Asset and Configuration Management - Manages service assets and configuration items by maintaining accurate configuration records to support other service management processes with documented and verifiable information.

• Request Fulfillment - Manages a service request through its life cycle with efficiency and professionalism using the required processes and tools to maintain customer satisfaction.

• IT Supplier Relationships - Leverages a vendor management framework to manage strategic supplier relationships and supplier performance based on business need throughout the contract life using the required processes and tools to control costs, drive service excellence, mitigate risks, and gain increased value from the suppliers.

• Service Catalog Management - Maintains a service catalog that contains all details of active and approved services in service operations using the required processes and tools to provide clear and relevant information to users.

• Service Level Management - Ensures the quality of the services delivered meet agreed levels using the required processes and tools in order to maintain customer satisfaction.

• Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.

• Troubleshooting - Diagnoses and resolves the customer-identified issue by utilizing appropriate department standards to satisfy customer expectations.

• Problem Solving - Solves problems using a systematic analysis process by leveraging industry standard methodologies to create problem traceability and protect the customer; determines the assignable cause; implements robust, data-based solutions; identifies the systemic root causes and recommended actions to prevent problem reoccurrence.

• Customer focus - Building strong customer relationships and delivering customer-centric solutions.

• Balances stakeholders - Anticipating and balancing the needs of multiple stakeholders.

• Global perspective - Taking a broad view when approaching issues, using a global lens.

Education, Licenses, Certifications

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

• Manage and lead the End User Computing (EUC) service for North America.

• Ensure EUC teams are following global processes while delivering the EUC service. This includes employees, CWKs and managed service providers.

• Work with managed service providers to track and report SLAs and KPIs and ensure suppliers are meeting the measurements agreed upon within the SOWs.

• Responsible for accurate inventory management of all peripherals and End User Computing devices. This includes PCs, Macs, iPads, AR/VR, etc.

• Responsible for maintaining adequate stock of EUC devices to support Cummins' businesses by working with key business partners to forecast growth/needs.

• Manage external vendor and/or supplier relationships.

• Manage internal relationships with key business partners.

• Key contact for North America EUC customer escalations.

• Responsible for Purchase Orders and RFAs for North America (US and Canada).

• Responsible for maintaining and reporting financial accountability and accuracy for departmental budget.

• Participate in process & procedural analysis improvements.

• Maintain proper facility and physical security for US Depot.

• Direct users to appropriate IT Services as required.

Compensation and Benefits

Base salary rate commensurate with experience, range: $73,600-$110,400. Please note that the salary range provided is a good faith estimate on the applicable range. The final salary offer will be determined after considering relevant factors, including a candidate's qualifications and experience, where appropriate. 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.

Job SYSTEMS/INFORMATION TECHNOLOGY

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

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting Aug 25, 2023, 12:00:00 AM

Unposting Date Ongoing

Organization Cummins Business Services

Role Category Hybrid - Potential for Partial Remote

Req ID: 2300085T