Global ITSM Delivery Lead — ServiceNow & ITIL Expert

Cummins Latin America; Región Centro; Presencial; MXN 420.000 - 700.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Relocation package

Descripción de la vacante

Cummins Inc. is seeking an experienced ITSM professional to deliver and support IT services, focusing on ServiceNow-enabled processes and strong governance.

The role requires ITIL expertise, incident/problem/change management, and stakeholder engagement across global teams. Candidates should have a solid IT background, Bachelor’s degree, ITIL certification, and experience building dashboards, reports, and knowledge articles to improve service delivery and customer satisfaction.

Formación

• Knowledge of ITSM processes, ITIL, and ServiceNow capabilities.
• Experience supporting or improving ITSM processes (Incident, Problem, Change, Request, Knowledge, SLA).
• Strong analytical and problem-solving skills with stakeholder training guidance.

Responsabilidades

• Contribute to delivery and support of IT services across regions.
• Support development and maintenance of services and IT service catalog assets.
• Generate service delivery metrics and drive SLA and CSAT standards.
• Serve as contact for customers on service inquiries and maintain stakeholder relationships.
• Promote ITIL standards and drive continuous improvement initiatives.
• Maintain knowledge management documentation and support Service Owner when needed.
• Develop dashboards/reports and ensure governance compliance.

Conocimientos

ITSM processes

ITIL best practices

ServiceNow

Analytical skills

Communication

Cross-functional collaboration

Documentation

Governance

Educación

Bachelor's degree in IT/CS/Business

ITIL Foundation certification

Herramientas

ServiceNow

Data analytics tools

Descripción del empleo

Cummins Inc. is seeking an experienced ITSM professional to deliver and support IT services, focusing on ServiceNow-enabled processes and strong governance.

The role requires ITIL expertise, incident/problem/change management, and stakeholder engagement across global teams. Candidates should have a solid IT background, Bachelor’s degree, ITIL certification, and experience building dashboards, reports, and knowledge articles to improve service delivery and customer satisfaction.