Leader, Technical Applications

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.

This position will report to the Associate Director of Engineering and operations for US Patient Services and Consumer Marketing, and will lead the definition, planning, execution, and delivery of IT service delivery for the business functions. This position will partner with business operations, Marketing ops, SPDO, IT solutions management leads, and IT engineering leads to define the service level agreements and ensure systems are operating within the defined SLA to deliver the exceptional end user and patient experience.

The successful candidate will possess a wide range of technical and managerial skills and have experience implementing IT Service Management (ITSM) framework, along with experience in leading application value management of large-scale technology solutions. This position will require a customer centric mindset, exceptional problem-solving skills, technical acumen, excellent written & verbal communication skills, stakeholder management skills, people management skills, and the ability to influence, motivate & coach both direct and cross-functional teams.

Responsibilities:

• Lead the integrated operations teams that serve as the single Point of Contact for business users to report operational issues, make service requests, request operational reports, report data quality issues, report system outages, report performance issues, etc.
• Accountable for the resolution of operational issues and provide timely resolution as per the SLAs to continue the business operations, by working with platform, application, and database operations teams. Provide technical leadership to solve operational issues as needed.
• Define and operate the Standard Operating Procedures (SOP) for application value management to maintain the system and data integrity. Develop mitigation plan/workaround/standard operating procedure to continue the service operation during system outages and reduce the impact to business.
• Provide continuous feedback to the Plan/Build team for continuous improvement to the systems based on the operational issues and service requests
• Implement ITIL and ITSM best-practices, establish Service Level Agreements, and drive ongoing continuous improvement of the operational processes and identify opportunities for improvements in the tools, process, technology, and people used to support the business operations.
• Establish and maintain high-quality relationships with all levels across the company and with external partners.
• Accountable to work with internal and external support team for issue escalation and find short term and long-term solutions to operational issues that impact business.
• Accountable to define the processes to ensure seamless handoff from build team to support team and ensure support team is prepared to deliver the expected service to end users.
• Understand and adhere to corporate standards regarding applicable Corporate and Divisional Policies, including code of conduct, safety, GxP compliance, data security, and the software development lifecycle.
• Work with minimal oversight; deliverables and relationships are monitored through periodic reviews.

Required:

• Bachelor's Degree with 7+ years experience; Master's Degree with 6+ years experience; PhD with 2+ years experience.
• 5+ years of experience in CRM/Web/Mobile application management, delivery, and operations.
• Requires in‐depth knowledge of the systems development life cycle, client area’s functions and systems, and systems application program development technological alternatives.
• 1-2 years supervisory and employee development experience. 2-3 years strategic IT planning experience.
• Broad and deep IT knowledge coupled with equivalent knowledge of the processes and activities of the business.
• Able to understand and communicate the potential impact of emerging technologies on organizations and individuals and can analyze the risks of using or not using such technologies.
• Broad knowledge of Information Technology Systems, with strong understanding of the relationship between business processes, applications, databases, operating systems, processing platforms, storage platforms, security systems and networks
• Excellent written and verbal communication skills. Excellent executive presentation skills.
• Experience in gaining understanding in current state business processes, creating process maps and user experience design as well as making recommendations for improved future state processes and UX designs.
• Ability to learn quickly and apply new knowledge in a fast-paced, business and technical environment

Beneficial:

• Work experience in the pharmaceutical industry, commercial operations and patient services preferred.
• Experience in Salesforce.com platform is preferred. Experience in web and mobile application development framework is preferred.

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

• 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.​

• 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. ​

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

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. 

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html