IT Service Level Manager I

Caterpillar Inc.•Nashville, TN

18h•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

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.

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.