Service Operations Manager
1 week ago
AbbVie is seeking a highly skilled Service Operations Manager to join our Business Technology Solutions team. As a key member of our Information Research Application Center of Excellence, you will be responsible for ensuring the smooth operation of our applications, driving business value, and delivering exceptional customer experiences.
Key Responsibilities- Establish and maintain collaborative working relationships with functional counterparts in the business and cross-functional IT leads 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 AbbVie procedures, standard practices, and processes across all applications within the IR ACOE.
- 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.
- 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.
- 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.
- 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 application technologies.
- Ability to prioritize and multi-task.
- Experience managing people, including HR responsibilities.
- Experience managing budgets.
- Strong problem resolution skills.
AbbVie offers a comprehensive package of benefits, including paid time off, medical/dental/vision insurance, and 401(k) to eligible employees. This job is eligible to participate in our short-term and long-term incentive programs.
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.
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