IT Service Level Manager

hace 3 semanas

Lima, Perú Caterpillar A tiempo completo

**Career Area**:Information Technology**:
IT'S YOUR TIME

It's Your Career. Make it Matter

Caterpillar is the world’s leading manufacturer of construction and mining equipment, diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. The company principally operates through its three primary segments - Construction Industries, Resource Industries and Energy & Transportation - and also provides financing and related services through its Financial Products segment.

At Caterpillar, you build what matters—whether it’s the career you want, crucial work skills, strong relationships or new digital technologies. There are big jobs to be done worldwide—building critical infrastructure, bolstering local economies, meeting the demand for energy—and that work is powered by our people, which is build through diversity, aiming to achieve the best results.

If you are looking for personal and professional growth in a company with an inclusive culture that seeks equity, respect differences and believes in employee's potential, this is the right place We consider in all positions people with disabilities, diverse gender, culture, ethnicity, religion, age, generation, race, nationality and sexual orientation.

**Important**:

- **Don’t forget to include a resumé in English in your profile in Workday**

**Basic Qualifications**

Bachelor’s degree

+5 years of IT experience

+2 years practical IT service level management experience. Prior experience working with IT vendors required. Experience in leading teams in services delivery organizations. Prior experience in supplier selection process, defining statements of work, working with 3rd party r services in one or more areas of IT required.

English Advanced

This position requires a mínimal amount of travel; up to 5% of work time.

**Behavioral skills**:
Good human relations skills are required to develop a cooperative work relationship with others inside and outside the department. Practical business relationship management skills.
- Fluent in English
- Daas (device as a Sevice) process experience
- Project management (Six Sigma Black Belt/Green Belt) experience and/or purchasing experience strongly desired.
- ITIL Foundation
- Microsoft PowerBI\APP

Microsoft Excell advanced

**Job Profile / Activities**:
This is an IT service level management position is responsible to ensure the efficient and effective delivery of one or more internal or contracted information technology services for which the incumbent has aspects of clear ownership and daily accountability. The incumbent provides guidance and results review through standards of measurements to ensure customer quality needs are met and programs are effectively implemented and maintained, participates in the global delivery team with focus on providing consistent enterprise service. 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. Participates in various update and governance meetings. In conjunction with the IT service level managers, IT operations, and business units, works to have an understanding of their operations while anticipating process partner needs with high priority to Caterpillar business partner satisfaction and service.

**Job Duties/Responsibilities may include, but are not limited to**:
Proactively identifying and managing issue resolution between vendor service provider teams

Liaison between Caterpillar functional leads or other internal teams and vendor for tools used by vendor

Assist with global and regional issues and escalations

Monitors service level agreements (SLAs) and key performance indicators (KPIs) on a daily/weekly/monthly basis and depending upon scope of work

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

Periodically review standard operating procedures or contractual reporting requirements and provide updates and improvements

Drive improvements to documentation and procedures as needed

Provide support for knowledge management related activities as needed

Analyzing actual spend to measure and identify cost variances from contract

Producing performance dashboards to show Caterpillar cost vs. benchmark

Communicating metrics and performance reports to the business and IT organization via defined channels

Tracking and measuring price versus volume of spend to identify opportunities for volume discounts

Managing a repository of in-scope contractual related documentation

Monitoring change orders and contract updates to ensure compliance and completion

Producing assessments to identify risks in contracts and recommendations for mitigation or avoidance, contracting support, performance monitoring, and vendor development and decommissioning. This role also monitors to

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