Manager Digital Service Delivery, Marketing & Brand

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.

Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics, and AI capabilities to help our customers build a better, more sustainable world.

Job Summary:

This is a Digital Service level management position responsible to ensure the efficient and effective delivery of contracted Marketing and Brand services within Cat Digital for which the Service Level Manager has clear ownership and daily accountability. The Service Level Manager provides guidance and results review through standards of measurements to ensure customer quality needs are met and programs are effectively implemented and maintained.

Job Related Statistics:

• Accountable for one or more contractual conformance processes (<$25M)
• Manages team of 3 – 5 professionals supporting marketing and brand services and solutions
• Scope of work may be global, regional, or isolated across marketing and brand functions
• Customer impact (business criticality is low to medium)

What You Will Do:

This position manages the Caterpillar accountabilities within the Service Delivery of one or more Marketing and Brand Supplier/Vendor Contract(s) working with vendor counterparts and applicable Caterpillar organizations.  Typically aligned to the accountable Marketing and Brand Product or Service Owner, the Service Level Manager participates in the global delivery team with focus on providing consistent enterprise service. 

• Liaises between other the marketing and brand business unit and the suppliers to understand their operations while anticipating process partner needs with high priority to Caterpillar business partner satisfaction and service.
• Arbitrating claims or complaints occurring under the performance of contracts.
• Developing and implementing processes and tools for different types of contracts, risk assessments, disputes, and issue resolutions, etc.
• Conducting analyses of existing vendor networks to assess their capability of meeting business objectives; recommending new vendors in terms of capacity.
• Negotiating, extending, terminating, and renegotiating contracts for the acquisition of equipment, materials, products, or services and providing status back to business unit.
• Develops and manages the expense budget for the contracted services represented within accountability inclusive of volume forecasting related to the scoped service(s). 
• Briefs marketing and brand Product or Service owners on status of issues affecting delivery, provides leadership direction to the management, and integrates into the business units. 

This position requires a minimal amount of travel; up to 10% of work time and/or as needed.

What You Will Have:

• Consulting: Extensive knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
• Product and Vendor Evaluation: Extensive knowledge of product and vendor evaluation; ability to implement processes for the evaluation and selection of products, tools, services, and components related to marketing and brand ensuring they are in line with an organization's business needs and architectural principles.
• Contracts Review: Extensive knowledge of the contractual and legal matters related to expenditures (Marketing and Brand services, agreements, outsourcing, etc.); ability to evaluate, interpret and improve the language used in contractual agreements.

Top Candidates Will Also Have:

• Typically, a Bachelor’s degree or international equivalent in an area of study relevant to this position and more than 6 years of experience.
• Experience in leading teams in large enterprise services delivery organizations.
• Prior experience working with Marketing and Brand vendors required.
• Practical business relationship management skills.
• Prior experience in supplier selection process, defining statements of work, working with 3rd party software or services in one or more areas of digital required. 
• Project management (Six Sigma Black Belt/Green Belt) experience and/or purchasing experience strongly desired with Caucus Certification of Certified Technology Procurement Executive (CTPE) or obtain within 6 months of hiring.
• Good human relations skills are required to develop a cooperative work relationship with others inside and outside the department.

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 Chicago, IL or Peoria, IL offices with a flexible hybrid office environment.

#LI-Hybrid

#BI (used to post on Built In Chicago)

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 www.caterpillar.com/careers.

Posting Dates:

May 2, 2024 - May 12, 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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