IT Service Operations Lead - job 2 of 2

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok.

In AbbVie Business Technology Solutions, we are shaping the digital transformation accelerating the future of medicine—and doing it together, asking bold questions and taking on tough challenges through deep, honest collaboration. For anyone who wants to use technology and data to make a difference in people’s lives, contribute to the digital transformation of a leading biopharmaceutical company, and secure sustainable career growth within a diverse, global team: we’re ready for you.

The Service Operations Lead will be part of the Business Technology Solutions, Research and Development technology group, known as Information Research (RDIR). 

This Service Operations Lead will join our Application Technology Shared Services (ATSS) group, which focuses on governance and oversight of Application Maintenance, Support and Application Enhancement activities, while delivering business value by maximizing financial investment and optimization of the portfolio. The Service Operations Lead role maintains accountability for a differentiated customer experience and driving value with a strategic mindset.

Responsibilities :

• Demand and release change prioritization with plan/build as required. Provides input and feedback into the Change, Release and Deployment processes and schedules ensuring minimal impact and downtime of changes to the business.
• Monitor and Approve Change Records for ATSS Owned Changes. Accountable for Demand Approval - ensures right change, right change type, clear & complete scope/requirements.
• Provide budgetary impact of proposed changes to plan organization and ensure transfer of budget and updates portfolio tracker.
• Accountable for ensuring that the Service Transition processes are fully executed.
• Approve readiness for support transition and serves as escalation point for any delays in service transition.
• Primary point of accountability with fulfillment of Audit Artifact Service Requests. Coordinates with internal compliance team for internal compliance driven audit requests.
• Monitors MSP execution of Audit process and procedures. Ensures timely and accurate delivery of external compliance driven audit artifacts.
• Govern the application recertification process occurs as scheduled. Provide audit results as needed.
• Evaluates and Approves the Service Providers reported performance trends and the process improvement recommendations to identify areas where preventative maintenance might be performed to improve Applications performance and efficiency.
• Reviews ticket patterns and identifies opportunities that were presented by MSPs. Approves SLA exception breaches.
• Responsible for reviewing the service provider Service Level Agreements and participating in any action plans that are required to address any deviations and/or improvement opportunities with the supplier.
• Helps manage the relationship with vendors to ensure superior service delivery for all application maintenance and support activities.
• Performs summary daily reviews of prior days ticket activity: queue levels, processing efficiency, backlogs, aging levels along with prior day Incidents and adjusts priorities as needed to ensure that ticket processing and the Problem Management engines are performing within expected operational parameters.
• Acting approver for SLA exception breaches.
• Serves as primary AbbVie point of contact and first level of escalation for Incidents and Problems., including activities that require multiple teams to solution.
• Assists, when needed, with the prioritization and escalation of system recovery issues with Cross-functional, Build and Infrastructure teams.

Qualifications :

• Bachelor degree with 6 years' experience, Master degree with 5 years' experience, or PhD with 0 years' experience in Information Technology, Computer Science or Computer Engineering.
• Minimum of 5+ years of combined experience in Information Technology.
• Proven experience with Application outsourcing and terminology such as Enhancements, ARC’s/RRC’s, Service Level Management and Vendor Management.
• Prior experience with systematically and logically interpreting data, including analyzing trends, solving complex problems, and presenting recommendations to management.
• Prior experience managing changes and change control processes and methodologies.
• Proven experience managing and executing complex IT processes and demonstrated ability to identify exceptions to the process, or potential process improvements.
• Experience with identifying and executing continuous improvement opportunities and cost reduction initiatives.
• Experience facilitating cross-functional meetings and demonstrated ability to effectively communicate both written and verbally.

PREFERRED QUALIFICATIONS

• Master degree in Business Administration, Computer Science or Computer Engineering.
• Experience with Software Development Lifecycle (SDLC) methodologies.
• Knowledge of (could be a platform or a vertical such as Oracle, or Life Sciences Pharmaceutical
• Research and Development or Financial application technologies, etc.).
• Ability to prioritize and multi-task.
• Strong problem resolution skills.
• Ability to influence key stakeholders to adopt innovative technology solutions in support of their strategic agenda
• Experience in learning a new business and building both horizontal and vertical relationships with business and IT leaders
• Proven experience with ITIL, specifically Incident and Problem management as well as Continuous Improvement Planning (CIP), Cost Optimization, Demand and Release and Deployment Management.
• ITIL Foundation Certification.
• ITIL Intermediate Certification in Service Operations.
• Experience developing and implementing Operating Level Agreements (OLA’s).
• Demonstrated ability to coordinate cross-functional teams towards task completion.
• Experience with Service Operations in a global, multi-sourced environment.

Key Stakeholders:

Internal: Business Technology Organizations (BTOs), AbbVie End Users, Managed Service Providers, AbbVie IT infrastructure services

External: By extension, AbbVie's customers: patients, health care providers, CROs

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​​

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• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.​​ Salary: $94,000 - $178,500

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.​​

• This job is eligible to participate in our short-term incentive programs. ​​

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Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law. ​

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled. 

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