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HR Digital Service Manager

Job Requisition ID:  45081

Eastman’s current hiring policy encourages and prefers new hires be fully vaccinated before reporting to work in this role when possible. 

Founded in 1920, 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 14,000 people around the world and serves customers in more than 100 countries. The company had 2021 revenues of approximately $10.5 billion and is headquartered in Kingsport, Tennessee, USA. For more information, visit



The HR Digital Service Manager’s role is responsible for driving digitally enabled functional outcomes for our world-class Human Resources organization. This exciting partnership has helped Eastman to modernize toward a platform approach to HR Services across the company, leveraging best of breed SaaS applications like SuccessFactors. It is critical for this role to understand industry standard HR outcomes and metrics, and exploring, advancing and recommending digital approaches that will help accelerate and transform service offerings to meet the challenges of tomorrow.  
Digital Service Managers are responsible for the overall digital strategy, roadmap of initiatives, as well as the design, creation and maintenance of the company’s IT services. These services cut across the entire company, and the HR Digital Service Manager will be working with a team of Digital Service Managers that support offerings inside and outside of IT.  
The digital service manager strives to develop a reliable set of IT services and improve the organization's existing IT service infrastructure. Their focus includes three key facets: strong partnerships with functional stakeholders (Managers, Directors, VPs and HR EVP), close alignment and shared responsibilities with the internal IT Delivery Teams (Delivery Team Members, Managers, Directors and the CIO), and relationships across the vendors that delivery key services (Customer Success Teams, Account Executives, Engineers, etc.) It is critical that they can speak the language of all of these parties and act as a translator to their other stakeholders to drive outcomes. 

In this role, you will:

• Drive the HR digital strategy and initiatives through operational metrics to accelerate, modernize and transform business solutions 
• Maintain a strategic relationship with HR stakeholders, internal IT partners, and vendors, aligning the digital strategy with the overall business strategy 
• Identify and initiate high value opportunities by understanding industry trends, gaining competitive intelligence and driving industry best practices 
• Coordinate, anticipate and influence the business demands to shape an integrated functional IT project portfolio that delivers maximum value to the business and is consistent with IT principles 
• Manage and effectively leverage external partnerships and cross-industry relationships/networks 
• Proactively communicate and challenge processes and technologies to enable business partner strategies, remove barriers, and promote faster solution delivery 
• Drive successful delivery of legacy application and business process transformation to modern platforms 
• Maintain ultimate responsibility to business partners for IT capabilities and overall success 
• Guide and influence in change management to drive adoption, analyze change resistors, and adapt change methodology for continual improvement 
• Drive successful adoption of methodologies such as Lean/Agile to improve quality and accelerate solution delivery 
• Encourage creative approaches and engage with other service teams and adjacent functions to maintain alignment, capture synergies, and accomplish project objectives. 
• Utilize performance metrics to manage performance and health of services 
• Manage career development to further team effectiveness and succession planning 
• Oversee the work of service team members to ensure services offered are effectively meeting and anticipating the needs of business partners 




Consultative curiosity and a drive to learn and develop in a changing space 

Value mindset—focused on outcomes and how to define and achieve value (top-line, bottom-line, cost avoidance) through clear, meaningful metrics. Able to assess prospective solutions (people, process and technology) against cost and justification. 

Data and Technology acumen – strong understanding of data fundamentals and the evolving HR technology landscape.  

Excellent communication skills suited to the audience; the ability to convey ideas in written form and the capability to share those ideas verbally in a clear, concise manner. Ability to communicate effectively across all levels of the organization. 

Very good negotiation, consultation, collaboration, and relational skills; comfortable working with other skilled professionals on project teams toward common goals 
The ability to introduce and promote change 
Business process analysis and problem-solving skills 
Self-directed, organized 
Ability to identify wasted effort (process) and use of six-sigma and lean 


  • Education: Minimum Bachelor degree is required 
  • Preferred 8-10 years related experience 
  • IT Service Management requires a certain level of maturity in both understanding the overall capabilities of an IT division and in dealing with people at all levels of the organization. Individual should have held positions with exposure to various businesses/functions (Required). It 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. 
  • Helpful experience coming into this role might include: supervision, management, portfolio management, architect, project management 
  • Future positions after this assignment might include: management, supervision, CoE, integration lead, corporate PMO, functional area, other service management roles. 
  • Exposure to/Experience with the SAP SuccessFactors application, especially from an implementation and optimization perspective (Preferred) 

Eastman Chemical Company is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to age, 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: HR Manager, Developer, Service Manager, HR, Application Developer, Human Resources, Technology, Customer Service