Lead IT Service Level Specialist

Career Area:
Technology, 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.
This position manages the Caterpillar IT accountabilities for SAP managed service contractual conformance processes (>$15M) and 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.
What You Will Do:

• Advises stakeholders and customers on expectations, requirements, and service issues.
• Manages customer satisfaction feedback and follows up on services in scope.
• Handles daily issues and escalations from internal partners, ensuring timely resolution.
• Identifies and communicates emerging risks to IT Product/Service Owners, recommending mitigation strategies.
• Engages with business partners to address issues and new service needs.
• Oversees planning, implementation, and monitoring of service provision and SLAs.
• Coordinates global/regional quality and reporting for optimal service delivery.
• Seeks continuous service improvement in partnership with IT suppliers and teams.
• Monitors SLAs and KPIs, partnering with service delivery analysts as needed.
• Works with supplier relationship teams on vendor reporting and metrics analysis.
• Communicates metrics and performance reports to business and IT via defined channels.
• Ensures compliance with internal policies, including sustainability, cybersecurity, SOX, and IT General Controls.

What You Have:

• Education: Bachelor's Degree
• 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 Level Agreements: Knowledge of IT Service Level Agreements; ability to design, develop and utilize formal IT Service Level Agreements with internal and external customers.
• IT Service Management (ITSM): Knowledge of Information Technology (IT) service; ability to manage IT services and oversee service operations.

Top Candidates Will Also Have:

• SAP functional knowledge.
• 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

Additional Info:

• This position can be located in East Peoria, IL or Irving, TX
• This role is a full time position and currently requires 5 days a week in office
• Sponsorship is not available
• International and Domestic travel up to 15%

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 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.
Final details:
Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application - please use the candidate log-in on our career website as it will reflect any updates to your status.
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Summary Pay Range:
$126,000.00 - $189,000.00
Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.
Benefits:
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

* These benefits also apply to part-time employees
Posting Dates:
August 13, 2025 - August 27, 2025
Any offer of employment is conditioned upon the successful completion of a drug screen.
Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.
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