Service Operations Manager

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 14 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 crossfunctional 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 Crossfunctional 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.

Qualifications :

Required:

• Bachelor degree in Information Technology Computer Science or Computer Engineering.
• Minimum of 8 years of combined experience in Information Technology.
• 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
• Problem Management and Change Management.
• Experience in identifying and mitigating risk based on regulatory impact business capability criticality information security and process compliance requirements.

Preferred: 

• Masters degree in Business Administration Computer Science or Computer Engineering.
• Proven experience with Application outsourcing and terminology such as Minor Enhancements ARCs/RRCs 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 multitask.
• 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 (OLAs).
• Demonstrated ability to coordinate crossfunctional teams towards task completion.
• Experience with Service Operations in a global multisourced environment.

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

External: By extension AbbVies customers: patients health care providers CROs

Additional Information :

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 AbbVies 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.

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