Manager, Service Operations

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 Twitter, Facebook, Instagram, YouTube and LinkedIn. 

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

This Service Operations Manager will join our IR Application Center of Excellence group, which focuses on governance and oversight of Application Maintenance, Support and Enhancement activities, while delivering business value by maximizing financial investment and optimization of the portfolio. The Service Operations Manager role maintains accountability for a differentiated customer experience and driving value with a strategic mindset. This role is also responsible for people management and skills development of 1-4 employees in our group.

Responsibilities :

• Responsible for overall operations, governance and optimization of Applications for supported client area within the Information Research Application Center of Excellence (IR ACOE). Establish and maintain collaborative working relationship with functional counterparts in the business and cross-functional IT leads in the enterprise organization to manage Application Maintenance and Support activities, processes, and operations.
• Serve as the initial contact point for audit activities in IR Application Center of Excellence for supported client area applications.
• Ensure compliance with the Abbvie procedures, standard practices, and processes across all applications within the IR ACOE that are under the area of responsibility.
• Accountable for driving the service provider engagement and performance for the applications under the area of responsibility.
• Responsible for the overall Demand, Budget, and Resource management for applications under the area of responsibility.
• Serve as secondary AbbVie contact point and secondary level of escalation for Incidents and Problems. Assists with the prioritization and escalation of system recovery issues with the Service Provider, Cross-functional teams, Technology Domain teams and Infrastructure teams.
• Help manage the relationship with third party vendors to ensure superior service delivery for all application maintenance and support activities. Monitor workload of IR ACOE staff to ensure team members are consistently managed and challenged. Work with Human Resources to define and implement programs to address changes in resourcing, career mobility, career development and reward / recognition initiatives.

Required :

• Bachelor's degree with 7 years' experience, Master's degree with 6 years' experience, or PhD with 2 years' experience in Information Technology, Computer Science or Computer Engineering.
• Minimum of 5 years’ experience managing managed service provider outcomes, including SLA and contractual obligations, working through gaps, and ensuring optimization of delivery of service.
• 3+ yrs. of experience utilizing ITIL Framework, including Incident Management, Change Management, and Problem Management.
• Experience in identifying and mitigating risk based on regulatory impact, business capability criticality, information security, and process compliance requirements.

Preferred:

• Proven experience with Application outsourcing and terminology such as Minor Enhancements, ARC’s/RRC’s, Service Level Management and Vendor Management.
• 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) application technologies.
• Ability to prioritize and multi-task.
• Experience managing people, including HR responsibilities.
• Experience managing budgets.
• Strong problem resolution skills.
• Proven experience with ITIL, specifically Incident and Problem management as well as Continuous Improvement Planning (CIP), 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.​

• 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​

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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, serving our community and embracing diversity and inclusion.  It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.

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