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Job Information

Caterpillar, Inc. Enterprise Service Center Manager in Deerfield, Illinois

Career Area:

Information Technology

Job Description:

Caterpillar is a company of builders. Of problem solvers. Of innovators who want to impact the world. Our people build and design the products and services that help shape the communities where we work and live. We are building on our legacy and innovating for the next generation. One where technology-enabled services create improved outcomes for our people and the customers and communities we serve.

Our ability to innovate and build begins with our people. Our IT teams are at the forefront of Caterpillar's evolution - taking pride in solving complex problems by providing foundational IT support for a global Fortune 100 company and building new systems from the ground up.

As an Enterprise Service Center manager, you will have the opportunity to drive innovation, deliver world-class customer experience and identify creative solutions while serving our customers, dealers and our business. You will lead and manage the global strategic transformational program to accelerate industry leading services, processes, and omni-channel automation.


Annual Business Plan: $1 - 5 Million

Personnel: 10-25 Management and/or Salaried employees

JOB PURPOSE: Manager of a technical or application group with responsibility for multiple teams that perform support functions, and/or development and implementation, for complex infrastructure components or customer application systems that relate to mainframe, networking, personal computer, distributed computing and/or internet technologies.


This position directs the work efforts of professional and technical employees and contracted resources that provide consulting services; and, define, design, develop, implement, and maintain complex infrastructure or application systems as requested by the customer. The incumbent provides guidance and results review to ensure customer quality needs are met.

  • Reporting to the incumbent are internal and contracted resources that may include any or all of the following: Senior IT Analysts, IT Analysts (various levels of experience), Associate IT Analysts, and other technical or customer liaison personnel at various levels.

  • The incumbent makes efficient use of available information technology and must be aware of I/S technology trends to develop compatible systems. Utilizes group standards, practices, and processes; establishes, manages, and reports adherence to schedules and may contribute to resolution of complex problems and systems challenges that involve careful interpretation, analysis and diagnosis.

  • Anticipates potential systems difficulties related to complex problems, identifies alternatives from many choices, and recommends the best solutions. Considers interrelationships of the functional areas involved, assures timely communications among related areas in order to support the creation of effective, reliable systems to meet changing business needs of multiple customers and corporate requirements.

  • The incumbent reviews standard courses of action and recommends the best options. The job requires the ability to create and make clear and useful presentations based on ideas, issues, and observations. One key role for the incumbent is that of change agent related to complex infrastructure and/or application components impacting worldwide I/T customers.

  • The incumbent is the primary provider of communications to staff, helps manage the technical training and development of staff, assists in career development planning including responsibility for the motivation of staff to meet objectives, formal performance evaluation of staff and is accountable for accomplishment of group objectives.

  • Contributes to improvement in system efficiency, costs, and quality and works closely with IS management, Business Managers, Division Managers and customer management in selecting projects and keeping them informed of progress and major problems. Works closely with the systems architects to explore alternatives and contributes to system evolution.

  • Provides input to staffing decisions, counsels staff and may serve on special projects and committees. Participates in the objective setting and business planning process and assists with cost containment and improvement, efficient use of resources and customer satisfaction. The incumbent develops well-prepared action plans for the current year and has a clear sense of what needs to be achieved in the year to come. Limited travel may be required to make presentations and assure satisfactory operation of installed systems. The incumbent assumes the role of Project Sponsor for one or more 6 Sigma projects.


  • This position requires a relevant degree and/or 9-12 years of progressively complex experiences.

  • Requires previous technical and managerial experience in Caterpillar applications or infrastructure with a broad background in systems hardware, system software, support and development methodologies, business planning, project management, and customer application needs.

  • A broad knowledge of one or more application or infrastructure component is necessary.

  • Should have diagnostic and analytical ability along with good interpersonal, teaming, delegation, and leadership and communications skills.

This position will be on-site anywhere at a Caterpillar facility or office building around the world.

This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.caterpillar.com/careers

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

There’s more to work at Caterpillar than just the work itself. We hire smart, friendly people and it shows in our culture. We hold ourselves to high standards and make sure our values of integrity, excellence, teamwork, commitment and sustainability come to life in the way we work. We make sure our employees feel continuously challenged while also supported. We provide professional growth opportunities, including leadership programs. We celebrate the diversity of our team, while also working together as one Caterpillar.

Our culture, like everything at our company, is made possible by each employee’s contribution. Person by person, we create the environment we work in, and we are proud of the Caterpillar we’ve built.