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IT Service Level Manager I

hace 2 semanas

Panama Caterpillar A tiempo completo

**Career Area:**:Information Technology

**Job Description:**:JOB DUTIES: This position manages the Caterpillar accountabilities within the service delivery of one or more IT supplier/vendor contract(s) working with vendor counterparts and applicable Caterpillar organizations. Typically aligned to the accountable IT Product or Service Owner, the incumbent participates in the global delivery team with focus on providing consistent enterprise service.

This position engages in customer and stakeholder relationships to advise and consult on expectations, requirements, and problems related to the scoped services, oversees customer satisfaction feedback and follow-up for the services in scope. This position accepts daily issues and escalations from Caterpillar internal business partners and service owners with responsibility to ensure agreed levels of timely resolution and fulfillment are met. 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.

Through the IT business relationship facing organization, may engage with business partners and facilities to address issues and possible new business demand. 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.

This position coordinates regional/global quality and reporting activity for optimal service delivery ensuring Global Information Services is a consistent information technology provider to the enterprise. Seeking continually and proactively to improve service delivery and sustainability targets for continuous improvements in partnership with the IT supplier(s) and Caterpillar internal teams. Monitors service level agreements (SLAs) and key performance indicators (KPIs) on a daily/weekly/monthly basis and depending upon scope of work may partner with service delivery analysts to ensure task completion. Works with supplier relationship team on vendor reporting and tools processes to understand metrics and trends. Participates in various update and governance meetings. Accountable to communicate metrics and performance reports to the business and IT organization via defined channels. This role understands and executes standard work to ensure the scope of services achieve and maintain appropriate level of risk and compliance to internal policies and procedures, including those relating to sustainability, cybersecurity, SOX, and IT General Controls.

This position develops and manages the expense budget for the contracted services represented within accountability inclusive of volume forecasting related to the scoped service(s). In support of the IT Product or Service Owner, responsibilities include directing all employees aligned to the scope of services managing the performance and development of team members, including coaching, disciplinary action, and recognition.

Liaise between other IT service level managers, IT operations, and business units to have an understanding of their operations while anticipating process partner needs with high priority to Caterpillar business partner satisfaction and service. Develops collaborative relationships and provides expertise, technical guidance to service level analysts. Where applicable to the engagement, coordinates and manages awareness programs and services to minimize the effects of business disruptions in a cost effective manner.

This position requires a mínimal amount of travel; up to 20% of work time.

Employee may also be responsible for performing other job duties occasionally as assigned.

BACKGROUND/EXPERIENCE: Bachelor’s degree or international equivalent in an area of study relevant to this position and more than 6 years’ experience. Experience in leading teams in large enterprise services delivery organizations. Prior experience working with IT vendors required. Practical business relationship management skills. Practical IT service level management experience. The position requires company knowledge in order to support the GCIO organization. Prior experience in supplier selection process, defining statements of work, working with 3rd party software or services in one or more areas of IT required. Project management (Six Sigma Black Belt/Green Belt) experience and/or purchasing experience strongly desired. Good human relations skills are required to develop a cooperative work relationship with others inside and outside the department."

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Caterpillar is an Equal Opportunity Employer (EEO).

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