Career Area:
Digital
Job Description:
This role primary purpose is ensuring that we deliver and supports all production services to our dealers, customers, and peers, reliably and on time. A successful candidate will manage the geographically diverse CAT Digital Platform support analysts' team, providing guidance, direction, optimizing existing processes, ensuring incidents are addressed urgently, root causes are investigated, and new services are onboarded. The candidate must coordinate with a cross functional development community, 3rd party vendors, Tier 1 and Dealer support teams. Functions of this role include workforce management planning, support cost optimization, staffing efficiencies and continuous improvement initiatives to advance customer experience while achieving service level metrics.
JOB DUTIES:

• Direct and provide leadership, direction, and guidance to a team of digital operations professionals
• Accountable for hiring, managing, and mentoring a team or multiple teams of software engineers in delivering the common department goals.
• Maintain and improve operations by performance monitoring, identifying, and resolving problems, preparing, and completing action plans, completing system audits and analyses, and managing the training and quality assurance programs.
• Meet service level agreements.
• Plan, control and manage changes to services, policies, procedures, resources, and facilities to positively and flexibly meet business needs.
• Continuously evaluate quality and performance trends of 3rd party resources and provide/arrange necessary training.
• Collect, analyze, and present data for regular performance reports.
• Evaluate and present resource needs.
• Be cost conscious and ensure that resources are managed as efficiently as possible, maximizing opportunities to reduce costs without compromising service.
• Collaborate with colleagues to communicate any changes or issues and make sure expectations are aligned.
• Maintain professional and technical knowledge by tracking emerging trends in operations management.
• Assists staff in providing service excellence by setting an energetic, helpful and friendly tone.
• Interacts with members to obtain feedback on quality of product, service levels and overall satisfaction.
• Ensures team members understand customer service expectations and parameters and applies appropriate management techniques such as feedback, coaching and performance management to ensure excellence.
• Assesses individual performance, provide feedback, and gives recognition to team members.
• Facilitates department meetings and trainings for all member services staff.
• In a vendor manager capacity, hold supplier partners accountable to performance and budget; manage variance and overages.
• Manage analytics and quality framework
• Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time.

Basic Qualifications:

• Requires a college or university degree, technical certification, or equivalent experience.
• 10 or more years of experience working in technology or operations.
• At least 8 years of experience leading a team of IT support staff
• Interpersonal skills to deal with sensitive, emotional or potentially controversial situations.
• Ability to influence behavior change in people (including customers, suppliers, other employees, dealers, etc.) and/or obtain the cooperation and commitment of subordinates as needed

Top Candidates Will Have:

• Experienced with the use of ServiceNow, Azure Devops, Jira and Confluence
• Vendor Management experience
• ITIL Foundational Certification
• AWS Practitioners certification

Visa sponsorship available for eligible applicants.
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
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