Job highlights

- 5+ years of relevant experience in service level management space.

- Experience / knowledge in the following areas: ITIL Framework,ITIL Service Level Management,ITIL Service Operations,and ITIL Processes

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 MAD 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 service level management space.

Your skills

- Strong organizational, facilitative, and communication skills

- Experience/knowledge in the following areas: ITIL Framework, ITIL Service Level Management, ITIL Service Operations, and ITIL Processes.

- Ability to create, negotiate, and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

- Proficiency in collecting, analyzing, and reporting service performance metrics (uptime, response times, resolution rates).

- Ability to build and maintain robust relationships with stakeholders and align IT services with business objectives.

- Understanding service application portfolio and lifecycle management to ensure it meets business needs.

- Skilled in managing expectations and resolving conflicts among diverse business units.

- Identifying root causes and implementing long-term solutions for service issues.

- Managing relationships with external and internal vendors or partners.

Additional notes

- No relocation support is provided on the role.

📌 Solution Specialist (SLM) (Mumbai)
🏢 Dow Chemical International Private
📍 Mumbai