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 Manager located in Midland, MI ! 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.

About you and this role

As a Service Manager, you will lead the DVC and Remote Apps service team in EXS Client Devices. You will be responsible to contribute towards the strategy, design, and transition of solutions and capabilities in this space. It is also your responsibility to assist with managing the lifecycle - analysis, implementation, change management, adoption, optimization, and end-of-life retirement of services. You will be responsible for leading the identification and implementation of new innovative solutions through the lens of IT Service Management, with a focus on reliability, user experience and security.

Within this role, you will maintain accountability for design, transition, and/or operations of infrastructure services or practices. For design, the Service Manager is responsible for the design of integrated, workable solutions that meet stakeholder requirements and address capability gaps. For transition, the Service Manager is responsible for the delivery and implementation of new services and service changes. For operations, the Service Manager is responsible for a high-level of client satisfaction, run-the-business IT operations, SLAs, service operations, and operational service improvements. You will be responsible for maximizing adoption and value of a service or practice for the intended audience. The Service Manager will partner with the Sr. Service Leader to manage the work and costs of the teams and vendors involved in service design, transition, and operations. You will orchestrate complex functional, technical, and operations requirements analysis, with an emphasis on experience, simplification, automation, efficiency, and reliability.

In this role, you will require in-depth conceptual and working knowledge of your discipline or functional area. You will need to understand your discipline's best practices and how they relate to others. You may need to lead small projects with manageable risks and resource requirements, as well as serve as a resource for less experienced colleagues. You should also be able to explain difficult or sensitive information and work to build consensus with others.

It is your responsibility to analyze and resolve complex problems, examine information from multiple sources, and use judgement to evaluate established and new solutions. Your performance impacts a range of customer, operational, project, or service activities within your own team and other related teams and requires that you work within established guidelines and policies.

Responsibilities

• Fulfills service owner role and responsibilities for IT
• Builds and nurtures a network of trusted relationships with stakeholders
• Assists with workload analysis for teams to ensure proper resource alignment for capacity planning
• Supports implementation and user adoption and impacts a range of customer, operational, and project activities (including supporting organizational human change by ensuring education and communications related to your solution)
• Ensures owned IT Service (portfolio of solutions) adheres to ITIL Practices, including but not limited to: Evaluates/manages IT Dow information risks to ensure Dow’s safety and security; Drives Event, Incident and Problem Management efforts, Maintains service configuration, asset, and knowledge management; and Maintains Service Levels
• Understands the client value and end-to-end costs of your service
• Accountable for the accurate representation of the data within your service
• Takes feedback received on their IT Service/portfolio of solutions and discusses with business process owner to ensure feedback is taken into consideration as continuous improvements
• Works with suppliers to influence enhancements/changes
• IT Solution/Application/System – drives the full solution lifecycle, including functional/technical design – solution architecture, buy vs make decisions – integration of third-party off-the-shelf software, develops/integrates/tests/builds solutions – with ability to operate in both waterfall and agile environment, ensures compliance to corporate standards, architecture guidelines, and information security policies
• Performance - Defines controls, measures, and KPIs for solution performance and reliability
• Roadmaps – Defines a solution(s) portfolio improvement and innovation roadmap with proper sequencing and prioritization of projects; Helps assess resource, technology, and investment needed in delivering against the roadmap

Qualifications

• A minimum of a Bachelor’s degree, 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 6 years of relevant experience
• A minimum requirement for this U.S. 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

• Degree in IT or related technical field
• Understanding of Dow businesses and functions
• Ability to build and foster relationships to drive integration and cross-domain decisions
• Deep knowledge of I/S capabilities across domain areas (business process, systems and applications)
• Facilitation, presentation, and communication skills
• Effective change agent who can drive agility within an organization
• Excellent communication skills and strong desire to collaborate
• Vendor Management experience
• Demonstrated leadership experience (indirect team leadership or people leadership across complex teams)
• Demonstrated experience in leading and delivering global solutions across multiple regions
• Experience simultaneously incorporating security by design thinking and ensuring user experience while developing solutions
• Collaboration with ISS on past initiatives
• Technical ability to design and lead activities related to Azure Virtual Desktop services
• Ability to manage both the operational and technical sides of the service
• Ability to work with and understand complex security problems
• Interest in cost and utilization tracking and budget planning
• Client engagement in satisfaction and delivering service improvement

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.