Lead IT Service Specialist

Caterpillar · Piracicaba

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Job Description:

Your Work Shapes the World at Caterpillar Inc.

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.

IT IS YOUR TIME!

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

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. 

If you are looking for personal and professional growth, in a company with an inclusive culture, which seeks equity, respects differences and believes in people's potential, this is the right place. We consider people with disability candidates and those with diversity in gender, culture, ethnicity, religion, age, generation, race, nationality and sexual orientation.

Important: 

- Don’t forget to include a resumé in English in your profile in Workday.

- Please frequently check the email associated with your application, including the junk/spam, as this is the primary correspondence method.  If you wish to know the status of your application, please use the candidate log-in on our career website as it will reflect any update s to your status.

Job Summary:

As a Lead IT Service Specialist, you will help govern IT service delivery across Latin America while serving as a key leader for service performance, vendor governance and continuous improvement. Based in Piracicaba, SP, this role combines regional Service Level Management with global ownership responsibilities for Remote Desktop Support (RDS), partnering with internal teams and external service providers to deliver reliable, cost-effective IT services.

You will monitor service performance, manage escalations, identify process gaps, drive corrective actions and lead initiatives that improve service quality and the end-user experience. You will also participate in regional planning across PC lifecycle, demand, budget, purchasing and capital activities. Success requires strong IT Service Management (ITSM), stakeholder and supplier management capabilities, together with the ability to turn operational metrics into practical improvements.

What you will do:

Service Governance & Delivery

• Govern IT service delivery across LATAM, monitoring service levels, operational performance and resource requirements.
• Coordinate service delivery activities across regional teams and vendors.
• Conduct regular operational and service performance reviews, including weekly reviews with HCL for RDS.
• Ensure adherence to established service processes, standards, and operational requirements.

Vendor & Performance Management

• Monitor vendor performance, service levels, operational metrics, trends, and results.
• Identify service gaps, low-performing metrics, and process deviations, and drive appropriate corrective actions.
• Partner with vendors, and regional teams to improve service quality and operational performance.
• Ensure proper follow-up and closure of agreed actions.

Escalation & Problem Management

• Manage and coordinate regional and RDS service escalations with vendors and internal stakeholders.
• Drive resolution of service issues and follow up on recurring problems.
• Facilitate root cause discussions and ensure appropriate corrective and preventive actions are implemented.

Continuous Improvement & Service Optimization

• Identify and lead opportunities to improve service delivery, operational processes, customer experience, and service efficiency.
• Lead process remediation and continuous improvement initiatives.
• Identify and drive shift-left opportunities to expand the RDS support model and improve service efficiency.
• Lead regional low-complexity projects and service improvement initiatives.
• Support technician training and operational readiness, including Health & Safety and technical requirements.

Resource & Operational Management

• Coordinate onboarding and offboarding activities for regional and RDS service resources.
• Support and coordinate regional Service Delivery Analysts.
• Coordinate operational activities between HCL, other vendors, and regional teams.

PC Lifecycle & Demand Management

• Participate in annual PC forecasting and RBM planning activities.
• Manage Custom Order monitoring and regional PC demand activities.
• Coordinate the PC disposal lifecycle and related service activities.

Financial & Capital Management

• Manage budget activities related to regional service delivery.
• Coordinate PO execution, capital spending, and Placed in Service activities.
• Monitor financial execution and support regional planning.

What you will have:

• Business statistics: ability to generate and interpret statistical information and understand concepts such as sampling, distributions and standard deviation.
• Experience with AI productivity tools, particularly Sidekick and Microsoft Copilot, with the ability to leverage them effectively in day-to-day activities
• Analytical thinking: ability to frame problems, compare alternatives, recognize meaningful data patterns and reach evidence-based conclusions.
• Accuracy and attention to detail: ability to work reliably with large quantities of detailed information, balancing analytical speed with quality.
• Data querying and requirements analysis: ability to retrieve and analyze data while collaborating with users and stakeholders to understand their requirements.

Basic requirements:

• Bachelor's degree.
• Pre-Advanced English.
• Pre-Advanced Spanish.
• Demonstrated experience in IT Service Management, IT Service Delivery, Service Level Management or a closely related discipline.
• Experience managing or governing third-party IT service providers.
• Experience working with SLAs, service-performance metrics, operational reviews and continuous-improvement activities.
• Ability to work effectively across regional, global and cross-functional teams.
• Ability to communicate complex service issues clearly to technical and business stakeholders.
• Ability to manage multiple priorities, escalations and improvement activities in a structured way.

Top candidates will also have:

• ITIL / ITSM framework knowledge or certification.
• Experience in a large, multinational or matrixed organization.
• Experience supporting Latin American IT operations.
• Device as a Service Support management experience.
• Experience facilitating root-cause analysis and corrective-action plans.
• Understanding of endpoint / PC lifecycle and demand management.
• Experience with vendor governance and service-performance reviews.
• Experience supporting IT budget, PO and capital-management processes.
• Continuous-improvement or Lean problem-solving experience.

Note: This position requires the candidate to work on-site five days a week.

Some of the offered benefits*:

• Medical plan
• Dental plan
• Medicines reimbursement
• Wellhub
• Psychological, Legal, Social and Finance Support Program
• Private pension plan
• Profit share
• Christmas basket
• Transportation
• Life and personal insurance
• Extended maternity and paternity leave
• Employee resources group (Young Professional, Women in Networking, LAMBDA (LGBTQIA+), Latin Group and Active in Sport

*Caterpillar reserves the right to change or modify benefits at any time, subject prior notice and in compliance with legal requirements. Benefit elegibility may vary by position and location.

The Recruitment & Selection area emphasizes that it does not use personal emails and/or emails from other domains (@gmail, @hotmail, etc.)  to contact candidates. Available vacancies are only advertised through the company's official channels ( www.caterpillar.com/careers.html; https://www.linkedin.com/company/caterpillar-inc) , and official Caterpillar emails are mandatory followed by the domain @cat.com. Also, the company does not request any type of payment (bank transfer, pix, etc.) for the purposes of the selection process. For more information click on the link: https://www.caterpillar.com/pt/careers/apply-now/help.html  

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Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

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