Service Level Manager – Hybrid

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. 

Dow has an exciting and challenging opportunity for a Service Level Manager located in Midland, MI or Houston, TX! This role will align to Dow’s Design Your Day approach and allows employees to work remotely but will also require onsite work based on project work and role needs.

About you and this role

As the 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.

Responsibilities

• Helps manage defined services, balancing customer requirements with affordability, corporate and business strategy, industry trends, and available technology
• Meets with Service Clients periodically to share the performance of defined services, incidents, service requests, and outages
• Acts as the Portfolio Manager for selected applications 
• Builds and nurtures a network of trusted relationships with service stakeholders 
• Evaluates risks with Information Security to ensure Dow’s safety and security 
• Maintains service offering descriptions and materials to support adoption, and drive adoption with stakeholders and targeted client audiences
• Works with Service Leaders to help define and assist in writing Service Level Agreements with clients
• Gathers requirements for new Service Requests (Catalog Items) with clients 
• Negotiates SLAs with clients and vendors for new Service Requests 
• Collaborates with I/S and business platform and application service teams to ensure appropriate monitoring, responsiveness to client requests, and availability of accurate status and metrics 
• Drives and leads continuous improvement efforts and meets or exceeds client satisfaction goals and SLAs
• Drives Event, Incident, and Problem Management efforts for the affected services 
• Collaborates with business stakeholders and I/S Purchasing to develop and implement service support contracts
• Selects and defines supplier and team support models and collaborates with vendors and stakeholders to define service metrics to ensure end-to-end continuity of service performance 
• Works with stakeholders to understand and enable MA&D (Mergers, Acquisitions, and Divestitures) activities as needed 

Qualifications

• A minimum of a Bachelor’s degree, or 8 years relevant experience, or relevant military experience at a U.S. E6 rank or Canadian Petty Officer 2nd Class or higher 
• A minimum of 5 years of relevant experience
• A minimum requirement for this US-based position is the ability to work legally in the United States. No visa sponsorship/support is available for this position, including for any type of U.S. permanent residency (green card) process 

Preferred Skills

• A degree discipline 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, ITIL Service Level Management, ITIL Service Operations, and ITIL Processes 

Additional notes

• This position does not offer relocation assistance 

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

Dow (NYSE: DOW) is one of the world’s leading materials science companies, serving customers in high-growth markets such as packaging, infrastructure, mobility and consumer applications. Our global breadth, asset integration and scale, focused innovation, leading business positions and commitment to sustainability enable us to achieve profitable growth and help deliver a sustainable future. We operate manufacturing sites in 31 countries and employ approximately 35,900 people. Dow delivered sales of approximately $45 billion in 2023. References to Dow or the Company mean Dow Inc. and its subsidiaries. Learn more about us and our ambition to be the most innovative, customer-centric, inclusive and sustainable materials science company in the world by visiting www.dow.com.

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 on www.dow.com.

Dow is an Equal Employment Opportunity employer and is committed to providing opportunities without regard for race, color, religion, sex, including pregnancy, sexual orientation, or gender identity, national origin, age, disability and genetic information, including family medical history. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may call us at 1-833-My Dow HR (833-693-6947) and select option 8.

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