IT Service Level Manager I

• This role provides leadership and oversight for IT service delivery within a complex enterprise environment, ensuring services meet business expectations for quality, performance, and cost. Acting as a key partner to business, technology, and external providers, the role drives effective service management, problem resolution, and continuous improvement.
• The position focuses on monitoring service levels, managing vendor performance, and identifying opportunities to improve efficiency and operational effectiveness. Through strong relationship management and data-driven insights, the role influences service strategy, ensures disciplined change and service management practices, and supports the delivery of reliable, customer-focused IT services aligned to enterprise priorities.

What You Will Do

• 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.

• Bachelor's degree or international equivalent in an area of study relevant to this position or more than 6 years' experience in a similar position., * Products and Services: Knowledge of major products and services and product and service groups; ability to apply knowledge of product and service appropriately to diverse situations.
• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
• 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.
• 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).
• IT Service Change Management: Knowledge of IT service change management; ability to reduce the impact of related incidents on IT service to ensure standard processes and procedures are adhered to, and to improve IT service operations.
• 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.
• IT Service Management (ITSM): Knowledge of Information Technology (IT) service; ability to manage IT services and oversee service operations., * Enterprise Leadership Experience Proven experience leading teams within large, complex enterprise services delivery environments, driving accountability, performance, and outcomes at scale.
• Vendor & Partner Management Expertise Demonstrated success working with IT vendors and external partners, including managing relationships, performance expectations, and service delivery outcomes.
• Strong Business Relationship Management Ability to build trusted, effective relationships with business and technology stakeholders, balancing business needs with operational delivery.
• IT Service & Service Level Management Practical experience managing IT services, including service level agreements (SLAs), performance monitoring, and continuous service improvement.
• Project & Process Excellence Background in project management and/or process improvement (e.g., Six Sigma Green Belt or Black Belt strongly preferred), with experience driving efficiency and measurable business value.
• Strategic Problem-Solving & Leadership Influence Proven ability to develop and implement creative, impactful solutions that support executive business strategies, while influencing outcomes across teams and functions.
• Strong Communication, Interpersonal & Self-Starter Skills Excellent communication and human relations skills, with intellectual curiosity, a strong customer focus, and a proactive, self-directed mindset that drives initiatives forward with minimal direction.

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*
• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
• 401(k) savings plans*
• Health Savings Account (HSA)*
• Flexible Spending Accounts (FSAs)*
• Health Lifestyle Programs*
• Employee Assistance Program*
• Voluntary Benefits and Employee Discounts*
• Career Development*
• Incentive bonus*
• Disability benefits
• Life Insurance
• Parental leave
• Adoption benefits
• Tuition Reimbursement

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. Your Work Shapes the World at Caterpillar Inc. Our common values and focus on inclusion and respect drive the decisions made by our company, teams and people. This is why we are committed to hiring and building diverse teams representative of the customers we serve globally. When you join our team, you can apply your unique life and job experiences and work in an environment where your ideas are heard, your contributions are celebrated, and your whole-self matters. 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. About Cat Financial Cat Financial is a subsidiary of Caterpillar Inc., 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 more than 40 years, Cat Financial has provided a wide range of financing solutions to customers and Cat dealers for machines, engines, Solar gas turbines, genuine Cat parts and services. Headquartered in Nashville, Tennessee, Cat Financial serves customers globally with offices and subsidiaries located throughout North and South America, Asia, Australia, Europe and Africa. Visit cat.com to learn more about Cat Financial.