Governance and Service Management Global Operating Lead

Caterpillar Inc.•Peoria, IL

2d•Onsite

About The Position

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. The Governance and Service Management Global Lead (GOL) is responsible for managing the Global Business Services (GBS) relationship with the Managed service provider and contract governance.

Requirements

Global Perspective: Knowledge of issues, opportunities, and challenges for conducting business in the international marketplace; ability to apply global perspectives appropriately in a wide range of situations.
Planning: Tactical, Strategic: Knowledge of effective planning techniques and ability to contribute to operational (short term), tactical (1-2 years) and strategic (3-5 years) planning in support of the overall business plan.
Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Strategic Thinking: Knowledge of the importance of "big picture" thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization.
Visioning: Understanding of the value of articulating an intended business outcome and ability to create and communicates a vision of the organization that motivates others to superior performance.
Stakeholder Management: Knowledge of stakeholder management techniques; ability to systematically identify stakeholders, analyze their needs and expectations, and implement various tasks to engage with them.
Consulting Process & Tools: Knowledge of consulting process; ability to engage in planning sales, conducting research and analysis, finding solutions and preparing recommendations.

Responsibilities

Leads the change order governance and contract updates including negotiations with the MSP leadership.
Coordinates the governance structure with the MSP, including Joint Operations (by-weekly), Management (monthly), Executive (quarterly), and Strategic (yearly) meeting cadences.
Responsible for GBS service management and performance reporting which includes leading a team of 8 dedicated resources from Caterpillar, MSP, and the Sirion Labs contract management team in reporting and managing performance metrics.
Owns the interaction and customer relationship with key Caterpillar segment stakeholders/leaders and also responsible for the quarterly GBS Analytics and Operations reviews with the 5 segments.
Serves as the Finance@work (Service Now) Product Owner and leads the customer request management process for GBS. This includes coordinating deployments and ongoing support working with dedicated IT resources plus the project management office, change management, and communications teams.