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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.

Your Impact 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.

 Job Summary

We are seeking a skilled Manager Information Technology: Global Unified Communications and Collaboration to join our Collaboration Services -CAT IT Division

The preference for this role is to be based out of Whitefield PSN  Office, Bangalore, India

 What you will do

Lead the communications and collaboration services that keep Caterpillar connected worldwide. This role owns a broad service portfolio that supports employees, facilities, dealers, suppliers, manufacturing operations, and customers across the enterprise.

The portfolio includes Voice, Contact Center, Video Conferencing, Digital Signage, and U.S. Cellular Services. Four of the five services have global reach, with Cellular Services focused on the United States.

This is a high visibility leadership role with the opportunity to shape enterprise communication strategy, modernize critical services, lead global initiatives, manage strategic supplier relationships, and develop a strong technical team. The successful candidate will help define how Caterpillar communicates, collaborates, supports customers, and enables business operations through reliable, secure, and modern communication technologies.

Global Service Portfolio Leadership

Lead strategy, governance, delivery, and lifecycle management for:

• Global Voice
• Global Contact Center
• Global Video Conferencing
• Global Digital Signage
• U.S. Cellular End Points

Ensure services are reliable, secure, scalable, cost effective, and aligned with business needs.

Strategy and Modernization

• Develop service roadmaps that support enterprise priorities
• Lead modernization efforts across voice, contact center, collaboration, signage, and cellular services
• Advance cloud-based platforms, automation, AI enabled capabilities, and process improvements
• Identify opportunities to simplify operations, reduce risk, and improve user experience

Operational Excellence

• Oversee service reliability, availability, incident response, problem management, and continuous improvement
• Establish standards, governance processes, performance metrics, and support expectations
• Use data and operational insights to improve service quality and accountability
• Ensure services meet business, security, compliance, and regulatory requirements

Financial and Vendor Management

• Manage budgets, forecasts, contracts, purchase orders, and investment planning
• Lead vendor relationships with carriers, technology providers, and managed service partners
• Drive contract governance, supplier performance, issue resolution, and cost optimization
• Balance financial discipline with service quality, innovation, and business value

Leadership and Talent Development

• Lead and develop a geographically distributed technical team
• Build capability across voice, contact center, collaboration, digital signage, cellular, automation, and service management
• Create development opportunities, succession plans, and knowledge transfer practices
• Foster a culture of accountability, teamwork, innovation, customer focus, and operational excellence

What you will have 

• Experience leading enterprise communications, telecommunications, infrastructure, or collaboration services
• Strong understanding of voice services, contact center platforms, collaboration tools, telecommunications, and service management
• Proven ability to lead technical teams, strategic initiatives, operational support, and vendor relationships
• Strong financial management, business planning, roadmap development, and leadership skills
• Excellent communication, stakeholder management, executive presentation, and influencing skills
• The position requires the candidate to work a 5-a day -week schedule in the office
• Shift Timing: EMEA Shift: 01:00PM -10:00PM IST

Desired Skills and Experience

• Experience with Microsoft Teams Calling, SIP, voice routing, Session Border Controllers, E911, and carrier services
• Experience with Amazon Connect or other enterprise contact center platforms
• Experience leading global technology transformation or infrastructure modernization initiatives
• Knowledge of automation, AI enabled operations, cloud communications, and digital workplace solutions
• ITIL, Microsoft, AWS, telecommunications, project management, or leadership certifications

Why This Role Matters

Communication services are essential to how Caterpillar operates. They enable employees, facilities, dealers, suppliers, field teams, and customers to stay connected and productive across the enterprise.

Skills desired:

Business Acumen: Knowledge of business concepts, tools, and processes that are needed for making sound decisions in the context of the company's business; ability to apply this knowledge appropriately to diverse situations.
Level Basic Understanding:
• Works to understand the business priorities of internal and external clients.
• Describes profitability drivers and considerations.
• Describes desired or actual business results in measurable scales or terms.
• Explains how the organization makes money.

Information Technology Trends: Knowledge of marketplace experience, developments and trends related to the organization's use of Information Technology (IT); ability to apply knowledge of IT appropriately to benefit the organization.
Level Extensive Experience:
• Compares organization's technology practices to other organizations.
• Discusses organizational position in relation to technology-related trends.
• Cites examples of successful organization initiatives and underlying technologies.
• Presents alternative views of key technologies and their implications.
• Highlights organizational implications associated with major IT trends.
• Advises key lines of business on major advances in technology and implications.

Analytical Thinking: Knowledge of techniques and tools that promote effective analysis; ability to determine the root cause of organizational problems and create alternative solutions that resolve these problems.
Level Extensive Experience:
• Seeks discrepancies and inconsistencies in available information; explains variances.
• Organizes and prioritizes the sequence of steps to be taken to remedy the situation.
• Identifies many possible causes for a problem based on prior experience and current research.
• Quantifies the costs, benefits, risks and chances for success before recommending a course of action.
• Approaches a complex problem by breaking it down into its component parts.
• Chooses among a diverse set of analytical tools according to the nature of the situation.

Talent Management: Knowledge of the critical competencies required to achieve intended results; ability to generate consistent approaches for hiring, selection, retaining and leveraging talent across the organization.
Level Working Knowledge:
• Recommends improvements to talent management initiatives based on analysis of data on their effectiveness.
• Maintains strong relationships with formal and informal mentors.
• Implements systems and methods for supporting talent management programs.
• Negotiates for key developmental experiences and transitional experiences.
• Introduces contacts from personal and professional networks to hiring managers.

Leadership: Knowledge of leadership practices and processes; ability to use strategies and skills to enlist others in setting, embracing and achieving objectives while having a long-term perspective of the future state of things and how to get there.
Level Extensive Experience:
• Translates vision into specific functional or departmental initiatives.
• Uses a normative decision model (with leadership styles and situational variables) to select style.
• Promotes efficacy through monitoring, coaching & motivating subordinates, intervention, etc.
• Uses emotional contagion to affect the mood of group members, tone of group and group processes.
• Initiates structure: role clarification, setting standards, holding subordinates accountable, etc.
• Employs various group decision-making methods depending on the situation.

Vendor/Supplier Management: Knowledge of external provider management processes and ability to effectively manage the business relationship with external providers (e.g. vendors, service providers, contractors, consultants and suppliers).
Level Extensive Experience:
• Manages actual and perceived conflict of interest issues.
• Monitors and communicates vendor effectiveness, reliability and performance.
• Influences existing and new vendor relationships and the approved vendor list.
• Interprets documents detailing service provisions and financial arrangements.
• Explains case studies of effective and ineffective partnering relationships and lessons learned.
• Advises others on the issues and considerations for working with new vendors, suppliers or partners.

IT Service Management (ITSM): Knowledge of Information Technology (IT) service; ability to manage IT services and oversee service operations.
Level Expert:
• Oversees the establishment and use of best practices in IT service management.
• Leads in the development of information technology and personal technical skills.
• Promotes the use of standard procedures in each function of IT services.
• Creates criteria to measure professional services; ensures the quality of IT services.
• Forecasts technological industry trends and potential risks in IT service management.
• Provides insight into system optimization and development of process-focused IT services.

What you will get:

• Work Life Harmony
• Earned and medical leave.
• Relocation assistance

Holistic Development

• Personal and professional development through Caterpillar ‘s employee resource groups across the globe
• Career developments opportunities with global prospects

Health and Wellness

• Medical coverage -Medical, life and personal accident coverage
• Employee mental wellness assistance program

 Financial Wellness

• Employee investment plan
• Pay for performance -Annual incentive Bonus plan.

 Additional Information:

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, 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

Caterpillar is an Equal Opportunity Employer (EEO)

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

Posting Dates:

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

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