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IT Service Manager

Job Requisition ID:  27146

Eastman is a global specialty materials company that produces a broad range of products found in items people use every day. With the purpose of enhancing the quality of life in a material way, Eastman works with customers to deliver innovative products and solutions while maintaining a commitment to safety and sustainability. The company’s innovation-driven growth model takes advantage of world-class technology platforms, deep customer engagement, and differentiated application development to grow its leading positions in attractive end-markets such as transportation, building and construction, and consumables. As a globally inclusive and diverse company, Eastman employs approximately 14,500 people around the world and serves customers in more than 100 countries. The company had 2018 revenues of approximately $10 billion and is headquartered in Kingsport, Tennessee, USA. For more information, visit



The service manager’s role is responsible for the design, creation and maintenance of the company’s IT services for a business process or functional area. The IT service manager strives to develop a reliable IT service and improve the organization's existing IT service infrastructure. This is accomplished through a small team of direct reports, matrixed responsibility for service delivery teams within the IT function and collaboration with high level/executive leadership across functions and business organizations.  This Service Manager supports the Record to Report process stream which includes all functions and business processes under the Finance Division umbrella, including Accounting, Business Finance, Tax, and Treasury.


In large part, the service manager is analogous to the owner of a medium size business.  They have ultimate responsibility for the services provided to their customers, including quality, cost, and alignment to business strategy.  This is largely accomplished through others, with the application of broad IT skills,  customer focus skills and managerial skills.



In addition to all of the responsibilities documented in the Service Manager I role profile

Provide broad leadership within IT, the Business Partner engagement team, the service team and the partner organization.  
Assigned to larger, more complex partner areas and sometimes multiple adjacent partner organization. 
Integrate or synthesize broad cross-functional issues and objectives.
Influence and lead change to IT strategies, including technology and people aspects
Organizational management and leadership
• Business process analysis and problem-solving skills
Excellent communication skills; the ability to convey ideas in written form and the capability to share those ideas verbally in a clear, concise manner
Excellent collaboration and relational skills; comfortable working with other skilled professionals on project teams toward common goals
The ability to introduce and promote change
Self-directed and organized
Willing to learn business practices with ability to evaluate prospective solutions against cost and justification
Ability to identify wasted effort (process) and use of six-sigma and lean

Education: BS degree required

Experience: IT Service Management requires a level of maturity in both understanding the overall capabilities of Eastman’s IT division and in dealing with people.  Candidates should have held positions with exposure to various businesses/functions.  This is not an entry-level position for a college new-hire.  The role is one of dual-advocacy which can be challenging to even experienced IT professionals. 

  • 8 years of related experience is preferred
  • Six-Sigma Black Belt experience is preferred
  • Experience supervising high-performing personnel is preferred
  • Helpful experience coming into this role might include: supervision, management, service manage 1portfolio management, architect, project management



Eastman Chemical Company is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other characteristics protected by law.

Eastman is committed to creating a powerfully diverse workforce and a broadly inclusive workplace, where everyone can contribute to their fullest potential each day.

Nearest Major Market: Asheville
Nearest Secondary Market: Knoxville

Job Segment: Service Manager, Developer, Application Developer, Project Manager, Customer Service, Technology