Career Area:
Digital
Job Description:
This position will be responsible for IT Service Delivery within the Cat Digital Division with a primary focus on telematics applications, the Cat Helios platform and Caterpillar's Mission Critical IT solutions. The role main objective is to provide high levels of customer satisfaction by ensuring IT system availability and achieving related service level targets. This role provides ITSM process governance and execution of industry best practices such as ITIL. This role is also responsible for the Cat Digital Operations Center (CDOC) that provides 24x7 system monitoring and ITSM execution. This position will also oversee operational continuous improvement initiatives to advance customer experience.
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 Digital Operations Support Analyst in delivering the common department goals.
• Meet service level agreements.
• Ensure IT Controls are adhered to
• 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.
• 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.

• 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, provides feedback, and gives recognition to team members.
• Facilitates department meetings and trainings for all member services staff.
• Prior vendor management experience; holding supplier partners accountable to performance and budget; manage variance and overages.
• Manage analytics and quality framework

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 5 years of experience leading a team of digital 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
• ITIL Foundational training
• 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:

• Experienced with the use of ServiceNow, specifically Incident Management and Change Management
• Azure DevOPs (ADO)
• Contact Center Operations experience including software and tools such as Salesforce, CRM platforms, call monitoring tools, telephony platforms, etc
• Vendor Management experience
• ITIL Foundational Certification or advanced ITIL Certifications (Practitioner, Master, etc.)
• 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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