
Expert IT Service Delivery Consultant
Há 2 dias
We are seeking a seasoned IT Service Delivery Specialist to join our team. This individual will be responsible for ensuring the efficient and effective delivery of internal or contracted information technology services.
The successful candidate will provide guidance and results review through standards of measurement to ensure customer quality needs are met and programs are effectively implemented and maintained.
Key responsibilities include participating in global delivery teams, providing consistent enterprise service, and managing operational aspects to provide agreed levels of service.
This role requires strong business relationship management skills, fluency in English and Spanish, and experience with Daas process, project management (Six Sigma Black Belt/Green Belt), purchasing, ITIL Foundation, Microsoft PowerBI/APP, Microsoft Excel advanced.
Job Description:
- Proactively identify and manage issue resolution between vendor service provider teams
- Liaison between functional leads or other internal teams and vendor for tools used by vendor
- Assist with global and regional issues and escalations
- Monitors service level agreements (SLAs) and key performance indicators (KPIs)
- Engage with business partners and facilities to address issues and possible new business demand
- Periodically review standard operating procedures or contractual reporting requirements
- Provide support for knowledge management related activities
- Analyzing actual spend to measure and identify cost variances from contract
- Producing performance dashboards to show Caterpillar cost vs. benchmark
- Communicating metrics and performance reports to the business and IT organization
- Tracking and measuring price versus volume of spend to identify opportunities for volume discounts
- Managing a repository of in-scope contractual related documentation
- Monitoring change orders and contract updates to ensure compliance and completion
- Producing assessments to identify risks in contracts and recommendations for mitigation or avoidance
Required Skills and Qualifications:
- Bachelor's degree
- +5 years of IT experience
- +2 years practical IT service level management experience
- Experience working with IT vendors required
- Experience in leading teams in services delivery organizations
- Prior experience in supplier selection process, defining statements of work, working with 3rd party r services in one or more areas of IT required
Benefits:
- Fluent in English and Spanish
- Daas (device as a Sevice) process experience
- Project management (Six Sigma Black Belt/Green Belt) experience and/or purchasing experience strongly desired
- ITIL Foundation
- Microsoft PowerBI\App
- Microsoft Excell advanced
Other Requirements:
- Minimal amount of travel; up to 5% of work time
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