Caterpillar – Digital Operations Support Manager (Cat Digital) – Peoria, IL – Chicago, IL

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Job title: Digital Operations Support Manager (Cat Digital)
Company: Caterpillar
Job description: Career Area: Digital

Job Description:

The Operations Support Manager leads digital professionals in technical service delivery, which includes operating and supporting Cat Digital's critical infrastructure and applications. This role has a direct impact on service quality, service level metrics, team training, and major program deliverables. The Operations Support Manager will improve the digital customer experience and shape service delivery for a growing portfolio.

JOB DUTIES:

  • Provide technical leadership, direction, and guidance to a diverse team of digital operations professionals.
  • Accountable for hiring, managing and mentoring a team or multiple teams of software engineers and operations analysts in delivering key department goals.
  • Maintain and improve operations through performance monitoring, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, and managing training programs.
  • Meet service level agreements and lead internal continuous improvement efforts.
  • Collaborate with staff, peer managers, and senior leadership to establish, communicate and execute department goals.
  • Plan, control and manage changes to services, policies, procedures, and resources to meet business needs.
  • Continuously evaluate quality and performance trends of 3rd party resources and hold supplier partners accountable to performance and budget.
  • Collect, analyze and present service delivery trends and data for regular performance reports.
  • Be cost conscious and ensure that resources are managed as efficiently as possible, maximizing opportunities to reduce costs without compromising service.
  • Maintain professional and technical knowledge by tracking emerging trends in digital operations management.
  • Interacts with business partners to obtain feedback on quality of product, service levels and overall satisfaction.
  • Ensures team members understand customer service expectations and parameters, and applies appropriate management techniques such as feedback, coaching and performance management to ensure excellence.
Employee may also be responsible for performing other job duties occasionally as assigned.

Basic Qualifications:
  • Requires a college or university degree, technical certification or equivalent experience.
  • 10 or more years of experience working in technology or operations, with demonstrated increasing responsibility.
  • At least 6 years of experience leading a team of digital support staff, including people-management responsibilities.
  • Ability to influence change and/or obtain the cooperation and commitment of subordinates and peers, as needed.
  • Advanced interpersonal skills to deal with sensitive or potentially controversial situations.
  • Familiar with agile project management methodologies (as you will participate in multiple projects representing expertise for the application or process).
Top Candidates Will Have:
  • Hands-on, technical experience with application, infrastructure or middleware operations & support
  • Experience with ServiceNow, specifically Incident Management and Change Management
  • Operations center experience including software and tools such as Salesforce, CRM platforms, metric reporting, monitoring tools, etc.
  • Vendor Management experience
  • AWS Cloud Certification (Associate or Professional)
  • ITIL Foundational Certification
  • PMI / PMP Certification
#LI-hybrid

#BI-hybrid

wfh Visa sponsorship available for eligible applicants.

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

Not ready to apply? Submit your information to our Talent Network .
Expected salary:
Location: Peoria, IL - Chicago, IL

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