Service Level Manager

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.

Service Level Manager

Role Definition : As a Service Level Manager and Chat-IT Product Owner, you will ensure that SLAs are being met by monitoring performance against contractual service levels and taking corrective actions when necessary. You will oversee the entire lifecycle of the Enterprise Service Center contract, from negotiation to renewal, ensuring adherence to all terms and conditions. Additionally, you will validate the vendor's invoice each month to ensure accurate reporting. You will be key in developing support processes that foster service improvement and create and maintain processes for efficient and effective service delivery. Benchmarking industry standards for various support desk SLAs and ensuring incident tickets are routed to the correct teams and resolved promptly are also part of your responsibilities.

As the Chat-IT Product Owner, you will create the product strategy and roadmap, gather requirements from business partners and process owners to build or enhance user stories, refine and prioritize the product backlog, and conduct product testing and validation. Ensuring customer satisfaction is essential, which involves monitoring and managing customer interactions and feedback, routing inquiries and complaints to the appropriate contact points, and responding promptly and accurately. You will work with other process owners to identify process improvements and develop solutions to address common concerns and issues. Gathering and analyzing statistics related to customer inquiries and complaints to identify trends and areas for improvement and mapping the customer journey to identify pain points and areas for improvement, ensuring a seamless and satisfactory customer experience, are also part of your role.

Responsibilities:

• Coordinate with other internal and outsourced service management functions on service issues and problem management.

• Monitor, review and communicate on actual and expected service levels; measure and report on resources required and costs associated with these services.

• Conduct assessments, determine process gaps and areas of inefficiency; present findings and suggest improvements.

• Implement service and process improvements; ensure that all services are improved, within the allotted budget.

• Ensure SLAs are being met.

• Monitor performance against agreed-upon service levels.

• Take corrective actions when necessary.

• Design support processes that foster service improvement.

Vendor Management:

• Hold vendors accountable to contract provisions and ensure compliance with agreed term

• Regularly evaluate supplier performance to ensure they meet quality and delivery standards

• Build effective working relationships with counterparts in the vendor or supplier's organization

Customer Satisfaction:

• Collect and analyze data on customer inquiries and complaints to identify patterns and areas for improvement.

• Map out the customer journey to identify pain points and opportunities for enhancement, ensuring a smooth and satisfactory customer experience.

Communication and Escalation:

• Act as a communication and escalation point during operations.

• Ensure issues are promptly addressed and resolved.

Service Improvement:

• Continuously seek ways to improve services.

• Work on initiatives to enhance service quality and efficiency

Incident/ITSM Management:

• Ensure incident tickets are routed to the correct teams.

• Ensure incidents are resolved promptly.

Skill Descriptors:

Relationship Management : Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Level Expert:

• Oversees key client reviews to assure service and relationship satisfaction.

• Coaches others in the value, issues, and methods of client partnering.

• Collaborates with clients in the pursuit of common business objectives.

• Maintains status information on major developments in client or partner environment.

• Works directly with clients to discern business trends and their implications.

• Fosters a climate conducive to establishing positive working relationships with outsiders.

Customer Service Management: Knowledge of customer service priorities and ability to utilize tools and techniques for maintaining an environment where all understand and are committed to providing excellent service to internal and external customers.

Level Expert:

• Plays a leading role in defining service levels and expectations for a major client group.

• Defines processes and practices for managing client expectations and service delivery.

• Coaches others in identifying and implementing service improvement initiatives.

• Raises awareness of the relationship between customer satisfaction and business results.

• Develops and manages initiatives for creating an environment that values customer service.

• Consults with senior management - internally and in client organizations - on service issues.

Vendor/Supplier Management: Knowledge of external provider management processes and ability to effectively manage the business relationship with external providers (e.g. vendors, service providers, contractors, consultants and suppliers).

Level Extensive Experience:

• Manages actual and perceived conflict of interest issues.

• Monitors and communicates vendor effectiveness, reliability and performance.

• Influences existing and new vendor relationships and the approved vendor list.

• Interprets documents detailing service provisions and financial arrangements.

• Explains case studies of effective and ineffective partnering relationships and lessons learned.

• Advises others on the issues and considerations for working with new vendors, suppliers or partners.

IT Service Improvement: Knowledge of IT service improvement; ability to utilize a variety of technical tools and management skill sets to achieve better performance in IT service.

Level Extensive Experience:

• Communicates with clients to analyze potential needs of IT service.

• Directs the implementation of customized IT services and ensures budget and quality are in line with organizational guidelines and standards.

• Develops on-demand flexible IT services for a client's specific requirements.

• Compares IT service frameworks and methodologies with other industry professionals or organizations.

• Evaluates the effectiveness of IT service frameworks and methodologies through professional group discussions.

• Oversees implementation procedures of IT service and proposes solutions for operational improvements.

IT Service Management (ITSM): Knowledge of Information Technology (IT) service; ability to manage IT services and oversee service operations.

Level Extensive Experience:

• Communicates with clients to analyze potential business needs in IT services. • Compares IT service frameworks and methodologies with other industry professionals or organizations.

• Directs research and development activities in IT services; ensures budget and quality in standards.

• Develops processes for on-demand IT service development for specific client requirements.

• Oversees the implementation of procedures for IT services and provides troubleshooting solutions for technical problems.

• Designs standardized procedures for IT service operations and product development.

Education/Experience: Degree or equivalent experience desired

Top Candidates Will Have:

• Experience within an Agile environment.

• Business Analyst or Project Management experience.

• ITIL Certification.

• Previous experience working with large outsource companies.

• ServiceNow Platform experience.

• Azure Devops experience.

Additional Info:

• The primary location for this position is Peoria, IL, Dallas, TX or Nashville, TN.

• This role requires 3 days onsite.

• Relocation is available.

• SPONSORSHIP IS NOT AVAILABLE.

What You Will Get -

• Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world.

• Here you earn more than just a salary because we value your performance. We offer a total rewards package that provides benefits on day one (medical, dental, vision, RX, and 401K) along with the potential of an annual bonus. Additional benefits include paid vacation days and paid holidays.

• All qualified individuals - Including minorities, females, veterans, and individuals with disabilities - are encouraged to apply.

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 one hundred 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.

Posting Dates:

October 16, 2024 - October 29, 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.

Not ready to apply? Join our Talent Community .