Dow Chemical Hiring for Support Services Manager at Mumbai, India Full Time

Support Services Manager

At a glance

Position:Support Services Manager

Primary locationMidland (MI, USA), Michigan, United States of America

Schedule:Full time

Date Posted:Thu, 28 Apr 2022

Job Number:R2031219

Additional Locations:

Mumbai (IND)

Houston (TX, USA)

Sao Paulo (BRA)

Shanghai (CHN)

Terneuzen (NLD)

Apply Now (https://dow.wd1.myworkdayjobs.com/ExternalCareers/job/Midland-MI-USA/Support-Services-Manager_R2031219/apply)

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Description

Our purpose

Join a team that’s passionate about partnership. Withcareers at Dow (https://corporate.dow.com/en-us/careers) , we take time to explore questions and talk to each other. We love to learn. Our people are driven by limitless curiosity.

We are an innovative, customer centric, inclusive, and sustainable materials science company.

-Employing 36,500 individuals

-Across 109 manufacturing sites

-In over 31 countries

Ourportfolio of products and solutions (https://www.dow.com/en-us.html) include:

Plastics: With new technology trends, our plastic additives can be experienced in many everyday items including vinyl, blow-molding bottles, film, rigid containers, PVC plastics, siding, decks and rails, foam pipes and profile formulations, window frames and high-efficiency lubricants.

Industrial intermediates: As the product of a reaction that is beneficial when used as a precursor chemical for another product, industrial intermediates can take on many shapes and forms. Ours are used in home comfort and appliance, building and construction, adhesives, and lubricants, and more.

Coatings: Whether it’s a water-based coating or solvent-based coating, a thin film is deposited on materials to enhance specific properties such as enhanced performance, durability, aesthetics, and sustainability.

Silicone businesses: Our silicone-based materials can withstand more demanding applications, from those operating at extreme temperatures, to those under harsh environmental conditions for long periods of time.

Learn more about our partnerships, collaborations and innovations on LinkedIn (@Dow) or Twitter (@DowNewsroom).

We make diversity and inclusion (https://corporate.dow.com/en-us/about/company/beliefs-and-culture/inclusion-and-diversity.html) a priority—because sharing our perspectives and building on each other’s ideas will drive innovation. Could you imagine yourself in a place like this?

Dowhas an exciting opportunity for anEXS Support Services Manager with focus on the following support channels: Global Service Desk (GSD) and Sophie Chatbot! This position can be located in Midland (MI, USA), Houston (TX, USA), Sao Paulo (Brazil), Mumbai (India), Terneuzen (Netherlands), or Shanghai (China).

About you

As the EXS (Employee Experience Services) Support Services Manager, you will contribute towards the design, transition, and/or operations of these support channels. For design, you will be responsible for the design of integrated, workable solutions that meet stakeholder requirements and address capability gaps. For transition, you will be responsible for the delivery and implementation of new services and service changes. For operations, you will be responsible for a high-level of client satisfaction, run-the-business IT operations, SLAs/OLAs, service operations, and operational service improvements. You will also be responsible for maximizing adoption and value of a service or practice for the intended audience. You will partner with the Sr. Service Leader and other peers in the team to manage the work and costs of the teams and vendors involved in service design, transition, and operations. You will o rchestrate complex functional, technical and operations requirements analysis – with emphasis on experience, simplification, automation, efficiency, reliability.

Responsibilities:

• Manage the lifecycle of the services. Define how evolving customer requirements, technology availability and market trends shape the future generations of the services to be offered.

• Evaluates and develop new services as needed to meet business requirements, and defines service deployment strategy by geos and stakeholders.

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

• Execute projects to implement new services, drive costs out and improve quality of services, or sunset obsolete services.

• Analyze service gaps. Drive and lead implement continuous improvement efforts using data analysis and methodologies.

• Candidate must be able to understand architectural designs and be able to articulate technical information to peers and leaders.

• 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.

• Collaborates with vendors to define service metrics to ensure end to end continuity of service performance.

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

• Responsible to ensure service quality, timeliness of deliverables, responsiveness to client requests, and accuracy of status and metric information.

• Accountable for designing and delivery of technical capabilities and oversee transition from design to development, delivery, support and retirement of those capabilities per agreed upon requirements.

• 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.

• Works with stakeholders to understand and enable MA&D activities, as needed.

• 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.

  Required qualifications:

• A minimum of a Bachelor’s degree in Computer Science, Information Systems or other relevant disciplineorrelevant military experience at a U.S. E6 rank or Canadian Petty Officer 2nd Class or higher

• A minimum of 5 years of relevant industry experience

• Candidate must be fluent in English

Your preferred qualifications include:

• Experience interfacing with all levels of the organization (including senior leaders)

• Excellent written and verbal communication skills

• Strong organizational, facilitative and communication skills

• 8 or more years of related experience

Additional notes:

• Relocation assistance is not available for this position.

• For U.S. Applicants: 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.

  To apply:

• Sign in or create your account.

• Make sure your resume is accessible. Easily link your LinkedIn Profile to load your resume when logging into apply.

• W hat can we accomplish together? Apply to find out!

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Dow Offers:

• A robust total rewards program, including: competitive base pay, variable pay that rewards individual, team, and Company performance, and comprehensive benefits

• On-going learning opportunities within a diverse, inclusive and rewarding work environment

• Career experiences that can span different Dow businesses and functions with opportunities for personal and professional growth

• The chance to work within a global company and interact with colleagues from around the world

• Opportunities that spark your imagination and ignite your passion to help others

About Dow

Dow (NYSE: DOW) combines global breadth, asset integration and scale, focused innovation and leading business positions to achieve profitable growth. The Company’s ambition is to become the most innovative, customer centric, inclusive and sustainable materials science company, with a purpose to deliver a sustainable future for the world through our materials science expertise and collaboration with our partners. Dow’s portfolio of plastics, industrial intermediates, coatings and silicones businesses delivers a broad range of differentiated science-based products and solutions for its customers in high-growth market segments, such as packaging, infrastructure, mobility and consumer care. Dow operates 106 manufacturing sites in 31 countries and employs approximately 35,700 people. Dow delivered sales of approximately $39 billion in 2020. References to Dow or the Company mean Dow Inc. and its subsidiaries. For more information, please visitwww.dow.comor follow@DowNewsroom (https://twitter.com/DowNewsroom) on Twitter.

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.

Dow is an Equal Employment Opportunity employer and is committed to providing opportunities without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. 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 contact us at http://www.dow.com/en-us/contact-us or you may call us at 1-833-My Dow HR and select option 0, then press *.