Career Area:
Digital
Job Description:
This IT Service Level Manager position manages the service delivery of all Caterpillar's Mission Critical applications. This position is responsible to ensure the efficient and effective delivery of contracted information technology services for which the incumbent has clear ownership and daily accountability. The incumbent provides guidance and results review through standards of measurements to ensure quality targets are met.
JOB DUTIES:

• This position monitors Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) on a daily/weekly/monthly basis. Works with appropriate application teams, infrastructure teams and suppliers to understand service delivery issues and trends. Accountable to communicate metrics and performance reports to the business and IT organization via defined channels. Seek continuous improvement of delivery of Caterpillar's Mission Critical applications and environment through implementation of ITSM best practices, process improvements, coaching and technology.

• This position ensures daily issues and escalations are resolved within the agreed service levels. Anticipates and identifies emerging risks or issues advising accountable IT Product or Service Owner(s) accordingly with reliable, timely, and complete information while recommending strategies to mitigate and minimize impacts to IT operations.
• Engage with business partners and IT application and infrastructure teams to address issues and changes to the Mission Critical environment. Oversees the planning, implementation, control, review and audit of service provision to meet customer business requirements. 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.
• Provide team leadership and oversight to mission critical team
• Business escalation point for any conflicts or concerns with the application or process.
• Assist in managing contracts as needed for consulting or external interfaces for the application or process.
• Represent the application or process with other areas of the business who use or integrate with this part of the business.
• Understanding, evaluating and reacting to routine problems or situations with external contacts is also part of this assignment.
• Interaction is within the framework of existing business policies and practices and/or established business relationships.
• Problems and issues usually involve careful interpretation, analysis or diagnosis.
• Identify the nature of a complex or undefined problem and then develop the best solution or application from numerous alternatives.
• Develop well-prepared action plans for the current year and has a clear sense of what needs to be achieved in the year to come.

Basic Qualifications:

• Requires a college or university degree, technical certification or equivalent experience.
• 10 or more years of experience working in technology or operations.
• ITIL Foundational Certification
• Prior IT service level management experience
• Experienced with the use of ServiceNow, specifically Incident Management and Change Management
• 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
• This position should be familiar with project management methodologies as they will participate in multiple projects representing expertise for the application or process.

Top Candidates Will Have:

• ITIL Certifications beyond Foundational
• Strong planning and communication skills
• Vendor Management experience
• PMI / PMP Certification
• Organizational Change Management training

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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