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Peoria, IL, USA

Manager Global IT Service

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Career Area:
Business Technologies, Digital and Data
Job Description:
Your Work Shapes the World at Caterpillar Inc.
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.
Job Summary:
If you are looking for a challenging and rewarding opportunity working with a winning team with a winning culture, leading a global program that delivers high-quality IT End User Solutions, the Device as a Service (DaaS) Service Level Manager (SLM) position is for you!
What You Will Do :

  • Service Level Management: You will ensure that the program meets the agreed service levels and key performance indicators, as well as handle any escalations at the program level.
    • Coordinate with the Managed Service Partner (MSP) and regional delivery teams (in NA, LATAM, EAME and AP) to resolve any issues or risks that may affect the program outcomes.
    • Lead for critical service levels and key measures, such as Customer Satisfaction Scores (CSAT), availability, quality, process governance, etc.
    • Gather, collect, and summarize feedback from the MSP and the internal stakeholders on the program performance and areas of improvement.
    • Global product ownership for the GovernX Service Level Management SaaS solution.
  • Global Program Process Management: You will govern the program processes, methodologies, tools, and best practices, in alignment with the organization's playbooks.
    • Ensure that the program complies with the relevant IT General Controls, policies, regulations, and quality measures, and participate in required audits and reviews to evaluate the program performance and improvement areas.
    • Be the driving force behind the program strategy, and propose and execute new services, innovations, and transformations that will enhance the program value proposition and competitiveness.
  • Global Program Financial Management: You will manage the budget and financial aspects of the program, which amounts to $11M annually.
    • Monitor and report on the program expenditures and deviations and ensure that the program delivers value and adheres to the contractual obligations.
    • Identify and implement cost-saving opportunities for the program.
    • Oversee all aspects of contract management, and negotiate on any changes or new requests that may arise during the program lifecycle.

What You Will Have:

  • Relationship Management : Extensive knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
  • Customer Service Management: Extensive knowledge of customer service priorities and ability to utilize tools and techniques for maintaining an environment where all understand, and are committed to providing excellent service to internal and external customers.
  • Vendor/Supplier Management : Extensive knowledge of external provider management processes and ability to effectively manage the business relationship with external providers (e.g. vendors, service providers, contractors, consultants and suppliers).
  • IT Service Improvement : Extensive knowledge of IT service improvement; ability to utilize a variety of technical tools and management skill sets to achieve better performance in IT service. Procedures of IT service and proposes solutions for operational improvements.
  • IT Service Level Agreements : Extensive knowledge of IT Service Level Agreements; ability to design, develop and utilize formal IT Service Level Agreements with internal and external customers.

Considerations for Top Candidates:

  • Typically requires 9-12+ years of progressively complex experiences.
  • Previous experience working with diverse global internal and external staff.
  • Expertise managing a global managed service provider with complex service levels.
  • Skilled in developing strategic contract negotiations.
  • Experience in IT software product ownership
  • Proven written and oral communications at VP and SVP level
  • Proficient in annual business planning, post investment analysis
  • History of leading global process transformation
  • Ability to influence change
  • Organizational change management
  • Proven experience in project/ program management methodologies
  • IT General Controls
  • Agile methodology
  • Azure DevOps
  • ServiceNow product platform

What You Will Get:
Working with a Fortune 100 leader, you can build your career on a global scale and take advantage of development opportunities with emerging technologies. We've created an inclusive environment for you to explore your passions, make an impact and do the work that really matters. Join Us.
Additional Information:

  • This position has the option to be based out of either our Peoria, IL; Nashville, TN or Irving, TX offices
  • Will work 3 days a week onsite

#BI (used to post on Built In)
About Caterpillar
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.
Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at
Posting Dates:
April 15, 2024 - April 28, 2024
Any offer of employment is conditioned upon the successful completion of a drug screen.
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
Not ready to apply? Join our Talent Community .

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What are Caterpillar Perks + Benefits

Volunteer in local community
Caterpillar Inc. participates in local volunteer activities such as the Chase Corporate Challenge
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave
Generous parental leave
Family medical leave
Adoption Assistance
Vacation + Time Off
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Recreational clubs
Onsite gym
Professional Development
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

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