IT Service Level Manager I

Caterpillar Inc.

IT Service Level Manager overseeing IT service delivery, managing vendor performance, and driving continuous improvement at Caterpillar. Requires leadership in enterprise service environments and strong relationship management skills.

Posted 4/30/2026full-timeEast Peoria • Illinois, Tennessee, Texas • 🇺🇸 United StatesMid-LevelSenior💰 $128,470 - $192,710 per yearWebsite

About the role

Key responsibilities & impact

Provide leadership and oversight for IT service delivery within a complex enterprise environment.
Monitor service levels, manage vendor performance, and identify opportunities for efficiency improvement.
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.
Conduct assessments, determine process gaps and suggest improvements.
Implement service and process improvements within the allotted budget.

Requirements

What you’ll need

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.
Knowledge of major products and services and product and service groups.
Knowledge of relationship management techniques.
Knowledge of customer service priorities.
Knowledge of external provider management processes.
Knowledge of IT service change management.
Knowledge of IT service improvement.
Knowledge of Information Technology (IT) service.
Proven experience leading teams within large, complex enterprise services delivery environments.
Demonstrated success working with IT vendors and external partners.
Ability to build trusted, effective relationships with business and technology stakeholders.
Practical experience managing IT services, including service level agreements (SLAs).
Background in project management and/or process improvement (e.g., Six Sigma Green Belt or Black Belt strongly preferred).

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT service deliveryvendor performance managementservice level agreements (SLAs)IT service change managementIT service improvementprocess improvementproject managementSix Sigma Green BeltSix Sigma Black Belt

Soft Skills

leadershiprelationship managementcustomer servicestakeholder managementcommunication