Manager Information Technology: Global Unified Communications and Collaboration

Job description

**Career Area:** Technology, Digital and Data **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 cli