Solution Specialist; ITIL SLM​/ITIL Framework

Position: Solution Specialist (ITIL SLM/ ITIL Framework)
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  S   o lution 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.

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…