Manager, IT 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 atwww.abbvie.com. Follow @abbvie onTwitter,Facebook,Instagram,YouTubeandLinkedIn.

Come to work each day with an inclusive & collaborative business technology team. As a Sr. Manager, IT Service Operations within AbbVies Business Technology Solutions group, youll have opportunities to drive IT Service Management improvement & system stability for the core systems that power critical patient interactions for AEI. This role oversees critical support operations to ensure that AEI business units can leverage our Business Technology Solutions to execute critical day-to-day functions. This leader partners closely with internal & external stakeholder groups to drive continuous improvement across critical support, Business Continuity, and Operations functions including onboarding, offboarding, and transition activities.

In this role youll be responsible for:

• Leading a team of AbbVie Team Members and Contractors through the IT Service Management (incident, problem, request) capabilities for AEIs core technology systems.
• Partnering with internal & external Business & Technology leaders to drive continuous improvement in critical AEI processes & solutions.
• Serving as the primary point of contact with vendors & stakeholders to collaborate & drive resolution on critical incidents & requests that are affecting AEI team members.
• Driving Business Continuity opportunities with AEI application owners to harden AEIs technology resilience.
• Measure, monitor & provide transparency of AEIs application health to AEI business & leadership.
• Developing & coaching team members to help drive ongoing professional development to advance the teams capabilities & growth.
• Enable AEI onboarding, offboarding, and transition functions, partnering with dependent cross-functional teams within BTS.
• Managing a project & financial portfolio for roadmap items that pertain to improving AEIs BTS operations capabilities.
• Providing clear communication to all levels of AEI as critical incidents or updates occur, informing team members of the situation & ongoing updates.
• Analyzing service management data trends to identify countermeasures that would help reduce the frequency, duration, and impact of system interruptions for AEIs core systems.

Tools & skills you will use in this role:

• IT Service Management Operations & SLA Management
• ServiceNow, Jira, & Confluence for Service Management & Delivery enablement
• Various Continuous Improvement methodologies
• Compliance with applicable corporate & divisional policies & procedures
• Communication between cross-functional business & Technology teams & Sr. Leadership
• Roadmap, innovation, and vision creation skillsets

Experiences that make you a strong candidate for this role:

Required

• Bachelor's Degree with 8 years experience; Master's Degree with 7 years experience; PhD with 3 years experience. Experience in Information Technology
• Experience managing people, including HR responsibilitiesDemonstrated expertise in IT Service Management/ITIL frameworks ITIL Certifications preferred.
• Experiencing facilitating/leading critical incidents
• Demonstrated leadership of FTEs & Contractors onshore & offshore

Beneficial

• License utilization/oversight
• Five9, Salesforce: HealthCloud Suite, ScriptMed, PowerApps
• Collaboration Tools: MS Teams, SharePoint
• Reporting Applications: Qlik, etc.
• Understanding of Infrastructure such as Cloud, Network, VDI, VPN, storage, etc.

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

• The compensation range described below is the range of possible base pay compensation that the Companybelieves ingood faith it will pay for this role at the timeof this posting based on the job grade for this position.Individualcompensation paid within this range will depend on many factors including geographic location, andwemay ultimatelypay more or less than the posted range. This range may be modified in thefuture.

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick),medical/dental/visioninsurance and 401(k) to eligibleemployees.

• This job is eligible to participate in our short-term incentiveprograms.

• This job is eligible to participate in our long-term incentiveprograms

Note: No amount of payis considered to bewages or compensation until such amount is earned, vested, anddeterminable.The amount and availability of any bonus,commission, incentive, benefits, or any other form ofcompensation and benefitsthat are allocable to a particular employee remains in the Company's sole andabsolutediscretion unless and until paid andmay be modified at the Companys sole and absolute discretion, consistent withapplicable 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 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. US & Puerto Rico only - to learn more, visithttps://www.abbvie.com/join-us/equal-employment-opportunity-employer.html