IT Service Level Manager (ITSM)

TL;DR

IT Service Level Manager (ITSM): Providing leadership and oversight for IT service delivery in a complex enterprise environment with an accent on vendor performance and service quality. Focus on monitoring service levels, identifying process gaps, and implementing continuous service improvements to align with enterprise priorities.

Location: Onsite (East Peoria, IL; Nashville, TN; or Irving, TX)

Company

Cat Financial is a subsidiary of hirify.global Inc., the world’s leading manufacturer of construction and mining equipment.

What you will do

• Coordinate with internal and outsourced service management functions on service issues and problem management.
• Monitor, review, and report on actual versus expected service levels, including resource requirements and costs.
• Conduct assessments to determine process gaps and inefficiencies, presenting findings and suggested improvements.
• Implement service and process improvements within the allotted budget to increase operational effectiveness.
• Manage business relationships with external providers, including vendors, contractors, and consultants.

Requirements

• Bachelor’s degree in a relevant field or more than 6 years of experience in a similar position.
• Must be based in or work onsite in East Peoria, Nashville, or Irving (USA).
• Proven experience leading teams within large, complex enterprise services delivery environments.
• Practical experience managing IT services, including SLAs and performance monitoring.
• Knowledge of IT Service Management (ITSM) and IT Service Change Management.
• Visa sponsorship is not available for this position.

Nice to have

• Project management or process improvement background (e.g., Six Sigma Green Belt or Black Belt).
• Strong strategic problem-solving skills and ability to influence outcomes across functions.

Culture & Benefits

• Medical, dental, and vision benefits.
• Paid time off plan including vacation and holidays.
• 401(k) savings plans and Health Savings Account (HSA).
• Flexible Spending Accounts (FSAs) and Health Lifestyle Programs.
• Tuition reimbursement and career development opportunities.
• Parental leave and adoption benefits.