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Service Operations and Intelligence Service Manager

At a glance

Position:Service Operations and Intelligence Service Manager

Primary locationMumbai (IND), India

Schedule:Full time

Date Posted:05/02/2024

Job Number:R2048240

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

Dowhas an exciting and challenging opportunity for aService Operations Intelligence Service Managerlocated inMumbai, India. The role will align to Dow's Design Your Day approach and allows employees flexibility by choosing when to work remotely and when to attend on-site activities based on project work and role needs. As part of the Service Operations Intelligence team, included under the ITS Organization, you will have accountability for the design, transition, and management of Dow’s IT Service Management foundational platform, ServiceNow. You will be responsible for the design of integrated, workable solutions that meet stakeholder requirements and address strategic capability needs. Within this role, you will also be responsible for maximizing adoption and value of strategic Service Management tools land processes across the entire IT organization. You will partner with the Sr. Service Managers and Service Portfolio Leaders to manage the work and costs of the teams and vendors involved in service design, transition, and operations. You will work closely the Practice Owner Network, and the Service Owner Network, and Dow’s IT Service Teams to drive service management transformation

Responsibilities

• Builds and nurtures a network of trusted relationships with service stakeholders

• Assesses value, documents business/value cases, and helps prioritize investments based on expected impact and value delivery

• Evaluates and develops new capabilities as needed to meet business requirements and defines service deployment strategy that meets client needs

• Maintains service offering descriptions and material to support adoption and drives adoption with stakeholders and targeted client audiences

• Manages the team to ensure service quality, timeliness of deliverables, responsiveness to client requests, and accuracy of status and metric information

• Drives and leads continuous improvement efforts and meets or exceeds client satisfaction goals and SLAs

Qualifications

• Bachelor’s degree in IT discipline preferred or a minimum of 8 years of relevant experience. 

• Experience providing support for Enterprise Cloud Systems. 

Preferred Skills

• A degree in Computer Science, Computer Engineering, Information Systems, or other related discipline

• Strong organizational, facilitative and communication skills

• Experience / knowledge in the following areas: ITIL Framework, IT Service Management, ITIL Service Operations, ITIL Processes, JavaScript, ITIL, SDM, DevOps, Agile Methodologies, Angular JS, ServiceNow

Additional notes

• No relocation support is provided for this role 

• The ability to accommodate a flexible schedule aligned with international time zones is essential. 

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 and emotional 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.

• Become a Dow shareholder through various employee stock programs.

• 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.

• Global Paid Time Off (PTO) policies:

• 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.

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 the diversity of our workforce, 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 onwww.dow.com.