IT Service Level Manager (Mission Critical)

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.

Role Definition
This IT Service Level Manager position manages the service delivery of all Caterpillar’s Mission Critical applications. This position is responsible for ensuring 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.

What You Will Do:

• 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 have a clear sense of what needs to be achieved in the year to come. 

What You Will Have:

• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.
• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• Performance Measurement and Tuning: Knowledge of system performance, testing and programming; ability to monitor, measure, and optimize system performance and network communication.
• Software Reliability Management: Knowledge of software reliability management; ability to develop and use principles, methodologies and metrics that increase software product performance and reliability.

Consideration For Top Candidates:

• 10 or more years of experience working in technology or operations.
• Strong background in site reliability engineering
• Prior IT Service Level management experience
• Experience related to CI/CD and Agile methodologies
• Experienced with the use of ServiceNow, specifically Incident, Problems, and Change Management
• 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.
• Vendor Management experience

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. Learn more on our Built In Chicago page at https://www.builtinchicago.org/company/caterpillar

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.

Additional Details:

This position has the option to be based out of either our Chicago, IL, Peoria, IL, or Dallas, TX  (Irving) offices with a flexible hybrid work environment. 

#LI-Hybrid 

#BI (used to post on Built In Chicago)

Visa sponsorship available for eligible applicants.

Posting Dates:

June 7, 2024 - June 17, 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.

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