IT Service Delivery Leader - Senior

GPP Database Link (https://cummins365.sharepoint.com/sites/CS38534/)

Job Summary:
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.

Key Responsibilities:

Contributes to delivery and support of specific IT services.
Leads the development and maintenance of services and ensures tools and resources are available and effective [replace capable] (e.g., IT Service Catalog, Asset Management System).
Generates and reports service delivery metrics, develops, and drives standards across regions and locations (e.g., Scorecards, Service Level Agreement (SLAs) and Customer Satisfaction or Net Promoter Scoring).
Serves as a point of contact for customers for service-related inquiries and maintains relationships with key customers and suppliers.
Understands Service Level Agreements (SLAs) and Operational Level Agreements for other IT services provided.
Lead problem-solving techniques (e.g., root cause analysis) for issues and implements identified opportunities for service improvements.
Champions the use of Six Sigma to improve processes and reduce costs.
Develops service-related standards, procedures, and work instructions in the knowledge management system.
Provides support to the Service Owner when needed.
Champions the use of ITIL Standards for IT service deliverables.
Partners with platform engineering and product teams to identify and implement improvements that enhance service quality, reliability, and performance.
Monitors service performance to proactively identify bottlenecks and coordinates with cross-functional teams to resolve issues and optimize delivery.
Develops and maintains knowledge base articles, including self-help and how-to guides, to support efficient service delivery and user empowerment.

Partner with Quantum Global support team to provide comprehensive application functionality,
configuration, and support expertise for SAP Project System (PS) module and integration with Sales
& Distribution (SD) within our S/4HANA Business systems. Partners with architects, process owners,
and vendors to design solutions, close functionality gaps, and deliver enhancements that improves the
end-to-end project and billing processes/operations in S/4HANA for Europe and AME Distribution
business.

Solution Design & Configuration:
o Analyse and document business requirements across Project System (PS) module
integrated with Sales & Distribution (SD) 7perations+ recommend using standard SAP
capabilities wherever possible.o Configure, troubleshoot and validate Project System (PS) and Sales & Distribution
(SD) modules (e.g., billing, WBS, integration point with MM, SD, FIC7).
o Partner with technical teams to deliver integrations (IDocs/API), forms, and Fiori apps+
Prepare functional specifications and test scripts.

Enhancement Delivery & Support
o Lead fit-gap analysis+ propose solutions to address functionality gaps+ manage
configuration transport and documentation per change-control standards.
o 7wn incident/problem management for Project System (PS), root cause analysis, and
continuous improvements to stabilize operations.
o Coordinate UAT with relevant business stakeholders, production readiness for releases
affecting Project System (PS).

Stakeholder Engagement (BSM/BRM)

o Act as a Business Success Management (BSM) / Business Relationship Management
(BRM) owner for Project System (PS) (PowerGen Projects) stakeholders—building
strong relationships, eliciting needs, prioritizing demand, and communicating roadmaps
and enabling value realization.

• Governance & Vendor Management
o Maintain relationships with SAP implementation/Support partners+ global SAP support
and delivery team escalate product issues+ trac, notes and 7SS.
o Ensure compliance with S7=, audit, and data governance+ uphold master-data quality
standards for materials, plants, storage locations, and warehouse attributes.

SAP PS & SD module techno-functional support and Deployment experience is required.
• Significant level of relevant project/Program management work experience, including team
leadership experience, required.