IT Business Relationship Specialist

Dow has an exciting and challenging opportunity for a Business Relationship Specialist! The IT Relationship Manager is part of the global Employee Experience Services organization and is accountable for successful delivery of I/S services and solutions within an assigned number of Dow locations. The job support locations include Midland as well as smaller remote sites but this may change to optimize client representation. This position is located at the Dow Midland, MI site and is part of the overall I/S team with various growth opportunities.

The IT Relationship Manager stimulates, surfaces, and shapes Customer demand for corporate I/S services, working in conjunction with Service delivery teams. The role is a combination of technical, functional, business and soft skills to act as an IT “Account Manager” with the sites. The role will require knowledge of the site strategies, local work processes, site business strategy, and the capabilities of the broad suite of I/S products and services. This requires a significant emphasis on relationship management with site leadership teams, the local user community, and collaboration with the global I/S service teams & outsourcing partners to deliver I/S services and projects which maximize value, in a timely and cost-effective way. The ITRM will also coordinate between sites and providers to ensure funding is in place to deploy the site infrastructure necessary for IT service delivery and site driven projects.

KEY ROLES & RESPONSIBILITIES:

Client Relationship Management: Foster and facilitate productive partnerships between Client and Provider.

• COORDINATE CONNECTIONS TO MOBILIZE PROJECTS AND CONTINUOUS IMPROVEMENTS

  • Provide client requirements for site specific projects requiring changes in the IT infrastructure, products or services.

  • Act as Partner Project Manager during the execution of site specific IT infrastructure projects.

  • Act as a regional liaison, coordinator and client ambassador for implementing global projects like enterprise workstation, Cloud Voice, Next Generation Telecom, etc. at a site level.

  • Coordinate across IT organization (DOC, DMC, I/S, TES) to ensure end to end coordination for successful client experience.

• DEFINE AND SHAPE CUSTOMER DEMAND

  • Understanding customer needs and where and how they apply IT in their day-to-day business.

  • Collaborate with site management to identify site specific business critical activities where failing IT services could result in a significant negative business impact.

  • Enhance I/S credibility by establishing and maintaining relationships with site leadership teams.

  • Guide key roles (Service Leaders, Service Managers, Architects) toward solutions that improve employee experience and business outcomes by representing client needs / voice of the client.

• SOCIALIZE CURRENT SERVICE OFFERINGS TO IMPROVE AWARENESS AND INTEGRATION

  • Provide IT consultancy and education on the use and added value of IT products and services.

  • Promotes existing IT solutions to clients based on need/value.

  • Assists with the adoption of I/S Services, providing training and communication to clients

  • Establish and maintain site specific Work Group Contact networks to ease the interaction and delivery of services to the total user community at a site level.

Supplier Relationship Management: Coordination of key roles, resources, and capabilities between the Customer and Provider

• DRIVE VALUE REALIZATION FROM CURRENT SERVICE OFFERINGS FROM SERVICE PROVIDER

  • Partner with I/S Service Management teams to manage I/S affordability while unlocking the business value that I/S brings to the region.

  • Represents service feedback from the clients to IT.

  • Partner with our strategic outsource providers in the region to ensure effective delivery of IT services and solutions.

• MANAGE SERVICE PERFORMANCE Work with Client to ensure alignment between Service performance expectations and Service Offerings. Escalating any gaps in expectation to the global Service Delivery team.

  • Monitor supplier performance reports as compared to client satisfaction sentiment of Services at a site and regional level, share as needed with clients and work with global service delivery team to resolve performance systemic performance issues.

  • Act as local site safety sponsor for our strategic outsource providers and ensure they are aware and comply with site safety and operating policies.

• COORDINATE KEY PROVIDER ROLES ON BEHALF OF THE CUSTOMER

  • Pro-actively identify issues and drive issue resolution with the appropriate (global) teams before customer impact.

  • Drive customer service escalations and assist driving site related IT incidents towards resolution.

KEY COMPETENCIES:

Relationship Management: establishing credible relationship with clients by understanding their needs and representing the client needs in the shaping of service offerings working with the global service delivery teams.

Collaboration: ability to work with site clients, global Service Delivery teams and outsourced service providers to enable a seamless end user experience.

Demand Shaping: Understand and shape Customer demand for input to Service Delivery teams. Ensure that Customer fully leverages services and that the Provider understands Customer demand. Most importantly, demand shaping is focused on optimizing the value realized through provider services.

Service Mindset: Client representative for I/S Services, ensuring client needs are met and I/S Services enable site and business strategy.

Value Harvesting: Includes activities to track and review service performance, identify ways to increase value of I/S Services and triggers continuous improvement activities.

Required Qualifications:

• A minimum of a Bachelor's degree OR relevant military experience at an E6 rank/Petty Officer 2nd Class or higher.

• A minimum of 5 years of IT 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 Qualifications:

• A degree discipline in Computer Science, Information Systems, or other related discipline is strongly preferred.

• ITIL certification

• Six Sigma Green Belt or Green Belt Project Leader is a strong plus.

Note: This position does not offer relocation assistance.

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.