Solution Specialist (SLM)

At Dow, we believe in putting people first and we’re passionate about delivering integrity, respect and safety to our customers, our employees and the planet.  

Our people are at the heart of our solutions. They reflect the communities we live in and the world where we do business. Their diversity is our strength. We’re a community of relentless problem solvers that offers the daily opportunity to contribute with your perspective, transform industries and shape the future. Our purpose is simple - to deliver a sustainable future for the world through science and collaboration. If you’re looking for a challenge and meaningful role, you’re in the right place. 

About you and this role

As a Solution specialist - Service Level Manager, you will be responsible for a high level of client satisfaction, run-the-business IT operations, Service Level Agreements (SLAs), service operations, and operational service improvements. You will also be responsible for maximizing the adoption and value of services for the intended audience. You will partner with the Service Leaders to manage the work and costs of the teams and vendors involved in service design, transition, and operations.  

Gather and analyze data to perform a functional and technical requirements analysis – with emphasis on experience, simplification, automation, efficiency, and reliability. Oversee the development, optimization, implementation and adoption of solutions leveraging best-in-class mobile, web, desktop, cloud technologies. Identifies opportunities for innovating with digital capabilities aiming to accelerate Dow’s digital transformation. 

In this role, you will require understanding of key business drivers for your discipline and function. You will need to be able to expand conceptual and working knowledge related to your discipline or functional area. You are expected to provide informal guidance to new team members and be able to explain complex information to others. 

It is your responsibility to use technical experience, established practices, and personal judgement to analyze and resolve straightforward problems. Your performance impacts the quality of your own work and your team’s work and requires that you work within established guidelines and policies. 

Responsibilities

• Responsible to follow ITIL framework to deliver value for users of the service. 
• Accountable to ensure SLA’s, OLA’s, or KPI’s measurements are in place and are acted upon when outside of normal expectations. 
• Responsible to advocate, educate and ensure your Service team members follow any IT practice policies including but not limited to: Evaluating/managing IT information risks with Information Security to ensure Dow’s safety and security; Drives Event, Incident and Problem Management efforts for the affected services; Maintains service configuration, asset, and knowledge management; management of Service Levels. 
• Manages the service balancing customer requirements with affordability, corporate and business strategy, industry trends and available technology. 
• Builds and nurture a network of trusted relationships with service stakeholders. 
• Assesses value, document business/value case, and help prioritize investments based on expected impact and value delivery. 
• Selects and defines supplier and team support models, and collaborates with vendors to define service metrics to ensure end to end continuity of service performance. 
• Collaborates with I/S Purchasing to develop and implement service support contracts. 
• Responsible to ensure service quality, timeliness of deliverables, responsiveness to client requests, and accuracy of status and metric information. 
• Drive and lead continuous improvement efforts in order to meet or exceed client satisfaction goals.
• Assists with workload analysis for team to ensure proper resource alignment for capacity planning as well as with financial management by managing service volumes and unit costs 
• Works with stakeholders to understand and enable MA&D activities, as needed.

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Qualifications

• A degree discipline in Computer Science, Computer Engineering, Information Systems, or other related discipline.
• We are looking for 5+ years of relevant experience in service level management space.

Your skills

• Strong organizational, facilitative, and communication skills 
• Experience/knowledge in the following areas: ITIL Framework, ITIL Service Level Management, ITIL Service Operations, and ITIL Processes. 
• Ability to create, negotiate, and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). 
• Proficiency in collecting, analyzing, and reporting service performance metrics (uptime, response times, resolution rates). 
• Ability to build and maintain strong relationships with stakeholders and align IT services with business objectives. 
• Understanding service & application portfolio and lifecycle management to ensure it meets business needs. 
• Skilled in managing expectations and resolving conflicts among diverse business units. 
• Identifying root causes and implementing long-term solutions for service issues. 
• Managing relationships with external and internal vendors or partners. 

Additional notes

• No relocation support is provided on the role.

Benefits – What Dow offers you 

We invest in you. 
 

Dow invests in total rewards programs to help you manage all aspects of you: your pay, your health, your life, your future, and your career. You bring your background, talent, and perspective to work every day. Dow rewards that commitment by investing in your total wellbeing.  

Here are just a few highlights of what you would be offered as a Dow employee: 

• Equitable and market-competitive base pay and bonus opportunity across our global markets, along with locally relevant incentives. 
• Benefits and programs to support your physical, mental, financial, and social well-being, to help you get the care you need...when you need it. 
• Competitive retirement program that may include company-provided benefits, savings opportunities, financial planning, and educational resources to help you achieve your long term financial-goals. 
  • Employee stock purchase programs (availability varies depending on location).
• Student Debt Retirement Savings Match Program (U.S. only).
  • Dow will take the value of monthly student debt payments and apply them as if they are contributions to the Employees’ Savings Plan (401(k)), helping employees reach the Company match.
• Robust medical and life insurance packages that offer a variety of coverage options to meet your individual needs. Travel insurance is also available in certain countries/locations.
• Opportunities to learn and grow through training and mentoring, work experiences, community involvement and team building. 
• Workplace culture empowering role-based flexibility to maximize personal productivity and balance personal needs. 
• Competitive yearly vacation allowance.
• Paid time off for new parents (birthing and non-birthing, including adoptive and foster parents).  
• Paid time off to care for family members who are sick or injured.  
• Paid time off to support volunteering and Employee Resource Group’s (ERG) participation. 
• Wellbeing Portal for all Dow employees, our one-stop shop to promote wellbeing, empowering employees to take ownership of their entire wellbeing journey.
• On-site fitness facilities to help stay healthy and active (availability varies depending on location).
• Employee discounts for online shopping, cinema tickets, gym memberships and more.
• Additionally, some of our locations might offer:
  • Transportation allowance (availability varies depending on location)
  • Meal subsidiaries/vouchers (availability varies depending on location)
  • Carbon-neutral transportation incentives e.g. bike to work (availability varies depending on location)

Join our team, we can make a difference together.

About Dow Chemical International Pvt Ltd

Dow Chemical International Private Limited (Dow India) aims to be the most innovative, sustainable, inclusive customer-centric materials science company. The company is committed to delivering the right solutions to its customers’ challenges. With broadest technology sets spanning performance materials, industrial intermediates, and plastics Dow India delivers differentiated science-based products and solutions in high-growth segments, such as packaging, infrastructure, automobile, and consumer care.

A Great Place to Work® Certified company with approximately over 1000 employees, its operations comprise of manufacturing sites, innovation center, established centers of excellence, and commercial office. As a responsible corporate, the company supports its Corporate Social Responsibility (program) with technology expertise and employee volunteerism. Dow India works with non-profit partners towards the empowerment of differently abled, women, and children in communities where it operates. The company aims to redefine the societal blueprint, by supporting holistic sustainability and circular economy initiatives.

As part of our dedication to inclusion, Dow is committed to equal opportunities in employment. We encourage every employee to bring their whole self to work each day to not only deliver more value, but also have a more fulfilling career. Further information regarding Dow's equal opportunities is available on www.dow.com.