IT Service Level Manager

**Career Area**:Information Technology**:
**IT IS YOUR TIME**

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here - we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

**Important**:

- **Don’t forget to include a resumé in English in your profile in Workday**

**Job Profile / Activities**:
This is an IT service level management position is responsible to ensure the efficient and effective delivery of one or more internal or contracted information technology services for which the incumbent has aspects of clear ownership and daily accountability. The incumbent provides guidance and results review through standards of measurements to ensure customer quality needs are met and programs are effectively implemented and maintained, participates in the global delivery team with focus on providing consistent enterprise service. This includes participation in pre negotiation planning, implementation and monitoring of service level agreements, and the ongoing management of operational aspects to provide the agreed levels of service. Participates in various update and governance meetings. In conjunction with the IT service level managers, IT operations, and business units, works to have an understanding of their operations while anticipating process partner needs with high priority to Caterpillar business partner satisfaction and service.

**Job Duties/Responsibilities may include, but are not limited to**:
Proactively identifying and managing issue resolution between vendor service provider teams

Liaison between Caterpillar 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) on a daily/weekly/monthly basis and depending upon scope of work

Through the IT business relationship facing organization, may engage with business partners and facilities to address issues and possible new business demand

Periodically review standard operating procedures or contractual reporting requirements and provide updates and improvements

Drive improvements to documentation and procedures as needed

Provide support for knowledge management related activities as needed

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 via defined channels

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, contracting support, performance monitoring, and vendor development and decommissioning. This role also monitors to ensure the scope of services achieve and maintain compliance to, national and international standards, as appropriate, and to internal policies, including those relating to sustainability, security, SOX, and IT Internal Controls.

**Basic Qualifications**

Bachelor’s degree

+5 years of IT experience

+2 years practical IT service level management experience. Prior 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.

English and Spanish Advanced

This position requires a mínimal amount of travel; up to 5% of work time.

**Behavioral skills**:
Good human relations skills are required to develop a cooperative work relationship with others inside and outside the department. Practical business relationship management skills.
- 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

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