IT Service Level Manager I

Há 7 dias

Piracicaba, Brasil Caterpillar Tempo inteiro

**Career Area:**:Information Technology

**Job Description:**:**Local: Piracicaba**

**Basic Qualifications**:

- Bachelor's degree in Information Technology or relevant
- More than 6 years of IT experience with at least 2 years of various IT lead roles such as project management, service level management, software development and support, team/solution/technical lead, etc.
- Vendor management experience.
- IT services contract management experience.
- IT project management experience
- Pre-Advanced English
- Data analysis skills and experience.
- Omni-channel technology knowledge.
- Previous IT operations support.
- Experience improving processes utilizing industry methodologies such as Lean, 6 Sigma, Agile.
- Experience managing IT related services.
- Business planning/processes, business case development, and financial skills.
- Software development skills and experience.
- Strong initiative, leadership, business acumen, accountability, adaptability change.
- Strong problem solving, analytical, and change management skills.
- Excellent interpersonal, communication, customer experience focus, innovation, and organizational skills.
- Ability to work effectively with multiple business teams, IT teams, vendor partners, and other management personnel both global and virtual.

**Job Duties/Responsibilities may include, but are not limited to**:

- Execute IT services required for daily urgent operations such as escalations, security alert actions, priority incidents, critical coordination with global team and managed service vendor. Required availability off hours, weekends, holidays for critical operations issues.
- Develop and utilize data analysis, reports, trends, lean processes to manage services and identify opportunities.
- Manage governance, service contracts and ensure commitments are met. Develop and process changes to contracts and approve invoices. Analyze actual spend to measure and identify cost variances from contract.
- Proactively identify and manage issue resolution between vendor service provider and GIS or other BU teams
- Monitor service level agreements (SLAs) and key performance indicators (KPIs) on a daily/weekly/monthly basis and depending upon scope of work may partner with service delivery analysts to ensure task completion. Communicate metrics and performance reports to the business and IT organization via defined channels.
- Gather, analyze, develop service impacts, recommendations, gain approval, and implement these services requested from customers and services owners to expand or add additional services.
- Manage service deliverables and service costs including rolling business management and offer to sell processes.
- Monitor 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.
- Provide support for knowledge management related activities as needed.
- Periodically review standard operating procedures or contractual reporting requirements and provide updates and improvements. Drive improvements to documentation and procedures as needed.
- Lead projects to improve services and support strategic roadmap initiatives with enhanced project schedule quality while managing project risks.
- Ensure results are delivered on schedule, on budget, meet requirements, and are of high quality.

LI-Onsite

Caterpillar is an Equal Opportunity Employer (EEO).

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