Ashland Corporate

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IT Service Delivery Manager

IT Service Delivery Manager

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The IT Service Delivery Manager (SDM) – NA will act as the interface between Ashland IT teams and Ashland business functions located in North America.  Reporting to the Director - User Productivity & Service Delivery, the IT SDM – NA will develop relationships with key business stakeholders across the region and act as the “Voice of the Customer” for Ashland IT.  The role will assist IT in balancing strategic and operational activities to ensure optimal delivery of the IT project and services portfolio in Europe.


Strategic Commitments (30%):

  • Establish relationships with key business leaders and other stakeholders across the region to better understand their priorities and IT needs. Represent those needs and priorities in IT planning activities.
  • Represent Infrastructure Services and champion new capabilities/service introduction initiatives to achieve maximum value while minimizing business disruption.
  • Proactively identify new opportunities for IT to improve overall service delivery to the region as whole and to specific user populations as appropriate.
  • Represent Infrastructure Services in regional/local decision making as appropriate. Ensure IT priorities and requirements are represented in those decisions.
  • Partner with colleagues from Ashland IT’s Business Solutions and Technology & Application Delivery teams to provide regional input into strategic IT planning activities (i.e Service, Technology Strategy & Roadmaps, Demand/Portfolio Mgmt, etc.).
  • Stay abreast of IT and business trends from across the region to help Ashland IT meet changing needs and improve overall the user experience.

Operational Commitments (70%):

  • Responsible for delivery of Service Desk services delivered to customers within region. Collaborate with Global Service Desk Manager to resolve ongoing and/or repeat performance issues and to identify opportunities for improvement including aggressive pursuit of root cause fixes.
  • Partner with 3rd party supplier(s) and other Ashland Service Delivery Managers to ensure critical service levels and KPI’s are met or exceeded on a month to month, year to year basis. Analyze qualitative and quantitative measures to accurately reflect overall customer satisfaction with IT within the region.
  • Collaborate with peers across Ashland IT to identify Service Improvement Plans (SIPs) to improve overall customer satisfaction with IT Service Delivery across the region.
  • Accountable for On Site Support services for all site within in region.
  • Ensure 3rd party supplier personnel are adequately trained, have appropriate levels of access and are equipped to provide onsite support services in both a dedicated and dispatch model.
  • Collaborate with Regional IT Service Delivery Manager – Americas and IT Leads in LATAM and APAC to share best practices and information, ensure globally consistent processes are implemented and, where appropriate, deviations to meet regional requirements are properly understood and documented.
  • Ensure sufficient inventory of PC assets and peripherals to support day to day operations and lifecycle management activities across region. Work with regional contacts to estimate demand for budgeting purposes.
  • Potential to manage Opex and Capx budgets in support of PC Refreshes and peripheral procurement.
  • Act as escalation point for service delivery issues affecting customers within the region.
  • Lead and/or participate in Major Incident Resolution activities following Ashland’s Major Incident Management (MIM) process. Partner with Global MIM Process Owner on process improvement opportunities
  • Act as a point of contact for all services delivered by internal IT teams and 3rd party suppliers to ensure timely and accurate resolution of incidents, service requests and requests for information.
  • Participate in creation and delivery of IT training initiatives across region.
  • Partner with IT Communications to ensure effective delivery of customer facing IT related communications.


**This job is based on a ladder structure and the job level (salary) will be determined by the quantity and quality of your experience.

**This position can be located in Wilmington, DE or Bridgewater, NJ.


  • 10 years of experience in corporate IT managing end user services required (Service Desk, Deskside Support / Onsite Services, Identity & Access Management, Request Fulfillment)
  • Bachelor degree in relevant field required
  • Demonstrated ability to design and execute Service Improvement Plans required
  • Proven ability to work in a globally distributed and highly matrixed environment required
  • Ability to travel frequently within region, with some international travel, required
  • Experience in a manufacturing environment preferred
  • Experience managing 3rd party suppliers in an onshore/offshore delivery model
  • Ability to build strong working relationships across all levels of an organization
  • Excellent customer service skills
  • Excellent communications skills, ability to translate technical concepts and content into customer friendly language
  • Strong presentation skills. Must be comfortable presenting to senior leaders
  • Ability to influence and achieve outcomes through others
  • Self-starter and able to work independently
  • Multilingual candidates preferred
  • ITIL Certification, strongly preferred
  • Lean IT Certification, desirable but not required


TO APPLY FOR THIS POSITION, please select the Apply button. If no Apply button is provided, please visit Ashland's Career Center. Once there, enter job number 2017-6935 in the Keyword Search field to find this posting and apply on-line.


NOTE:  We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have a signed recruiting agreement in place to fill a specific position.


Ashland Global Holdings Inc. (NYSE: ASH) is a premier global specialty chemicals company serving customers in a wide range of consumer and industrial markets, including adhesives, architectural coatings, automotive, construction, energy, food and beverage, personal care and pharmaceutical. At Ashland, we are 6,000 passionate, tenacious solvers - from renowned scientists and research chemists to talented engineers and plant operators - who thrive on developing practical, innovative and elegant solutions to complex problems for customers in more than 100 countries. Ashland also maintains a controlling interest in Valvoline Inc. (NYSE: VVV), a premium consumer-branded lubricant supplier. Visit to learn more.


Ashland. always solving


We are passionate, tenacious, solvers who thrive on developing practical, innovative and elegant solutions to complex problems in applied chemistry, always pushing the boundaries of what’s possible, and advancing the competitiveness of our customers across diverse industries.


Our people—molecular scientists, chemists, process engineers, logisticians, research scientists, economists, analysts, compliance auditors, salespeople, safety experts and more—are distinguished by their ability to create and apply specialized chemistry in ways that enable customers to amplify the efficacy, refine the usability, add to the allure, ensure the integrity, and improve the profitability of their products and applications.


The Ashland Way


Our vision, mission, way and values are the foundation for what makes Ashland, Ashland. What we aspire to accomplish, how we work every day toward that vision, and the way that we do things are what give substance to the promises we make to each other, customers and investors.


Our vision is to make a better world by providing creative solutions through the application of specialty ingredients and materials.


Our mission is to develop practical, innovative, and elegant solutions to complex problems in applied chemistry, always pushing the boundaries of what’s possible, and advancing the competitiveness of our customers across diverse industries.


Our way is to respect, protect, and advance the people we work with, companies we serve, shareholders who invest in our future, communities we’re a part of, and planet we share.


Ashland is proud to be an Equal Opportunity Employer Minorities/Women/Veterans/Disabled/Gender Identity/Sexual Orientation. 

Ashland is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, or protected veteran status and will not be discriminated against on the basis of disability.


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