It Service Level Management Lead
NewPage Corporation (Dayton, Ohio)

About NewPage Corporation

Headquartered in Miamisburg, Ohio, NewPage Corporation is the largest coated paper manufacturer in North America, based on production capacity with more than 4.5 billion in net sales. Our product portfolio is the broadest in North America and includes coated freesheet, coated groundwood, supercalendered and specialty papers. These papers are used for corporate annual reports, high-end advertising brochures, magazines, catalogs, books, coupons, inserts, packaging applications and direct mail advertising. 

NewPage owns paper mills located in Kentucky, Maine, Maryland, Michigan, Minnesota, Nova Scotia and Wisconsin. These mills have a total annual production capacity of approximately 5.5 million short tons of paper, including approximately 4.3 million short tons of coated paper, approximately 920,000 short tons of uncoated paper and approximately 300,000 short tons of specialty paper, as well as approximately 3.2 million short tons of pulp.

SUMMARY DESCRIPTION:

Provides the continual identification, monitoring and review of IT services specified in the Service Level Agreements with the business and Third-Party contracts.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES:

·          Organize, maintain and facilitate the Service Level Review process, including enforcement of IT Service Management policies and procedures.

·          Create and maintain a Service Catalog (a list of standard IT service options and agreements made to customers) of existing and any new services offered by the NewPage IT organization.

·          Formulate, Maintain and Monitor Agreements for the organization to include:

o         Service Level Agreements (SLAs) with Customers

o         Operating Level Agreements (OLAs) within the IT Organization

o         Service Level Agreements for Third Party Contract

·          Track return on investments of IT service delivery compared with Business case.  Liaison with IT Service Delivery organization to ensure that the required levels and quality of service are achieved within the resources agreed with Financial Management.

·          Participate in projects as a consultant for Service Level Management issues.

EXPERIENCE REQUIREMENTS:

·          Minimum of a B.A or B.S Degree in IT or Business related discipline.

·          ITIL Service Management certification is a plus, although not required.

·          Five plus years of IT or Process experience.

SKILLS/COMPETENCIES REQUIRED:

·          Excellent problem solving, dispute resolution and interpersonal skills.

·          Ability to communicate effectively both verbally and in writing with end users, team members/co-workers, vendors and management.

·          Ability to manage a matrix style organization.

·          Strong understanding of manufacturing business processes desired.

·          Broad understanding and experience of IT environments (Applications and Infrastructure) financial management and governance processes a plus.

TRAVEL REQUIREMENTS:

15 – 30%