IT Manager, Service Design & Engineering - Cloud Productivity Platforms

Lake County, IL, US
Nov 21, 2018
Required Education
Bachelors Degree
Position Type
Full time
Provides leadership & strategy for the Digital Workplace Solutions organization, responsible for the service design, engineering, development and implementation of Cloud Productivity Platform services within the Microsoft Office 365 stack. Accountable for managing the team while ensuring procured products from the marketplace are transformed into services that are delivered and experienced by AbbVie's users that meets or exceeds customer expectations. Manages an entrepreneurial mindset for a suite of infrastructure products/services supporting enterprise, shared and dedicated business processes used across teams at both domestic and international locations. This includes managing expense and capital budgets, meeting annual productivity saving targets and developing and maintaining relationships with multiple external vendors. Manages customer relationships and develops cost recovery models. Manages a team of infrastructure engineers who are responsible for system analysis and design, implementation, administration, disaster recovery and security. Accountable for ensuring organizational compliance with BTS, quality, and regulatory requirements.

Core Job Responsibilities

  • Single point of platform and core service management for Global Cloud Productivity Services within the Microsoft Office 365 stack including but not limited to SharePoint Online, Exchange Online, Office Online, OneDrive, Teams, Yammer, Project Online, Flow, PowerApps, Power BI, Planner, Forms, Stream and Sway.
  • Understands and contributes to the Digital Workplace Solutions organization's vision, goals and strategies. Aligns department priorities appropriately, determines critical success factors, evaluates and pursues initiatives, investments and opportunities based on fit with strategies.
  • Develops and owns service vision, strategies and associated roadmaps for a family of services. Provides in-depth knowledge associated with product's vision/strategy, technical disposition, competitive analysis, and research of emerging technologies. Monitors competing product trends, oversees in-depth technical analysis, and reviews competitive comparison/position papers. Maintains relationships with customers for awareness of their needs and perspectives.
  • Accountable for analyzing and defining efficient, cost effective services to support AbbVie's objectives, business processes, and functional requirements through detailed knowledge of complex technologies such as Microsoft Office 365 and on-premise SharePoint and Exchange environments.
  • Provides technical leadership through the delivery of diverse products and services of varying scope and complexity involving multiple cross functional teams and technologies. Activities include service design, service engineering, service onboarding, platform management, POCs, scripting and automation, and service operationalization design, frameworks and implementation.
  • Oversees all stages of the product and service lifecycles. Responsible for product/service design, engineering, development and implementation. Meets with management to understand business direction and engages internal and external service providers to develop detailed design specifications. Ensures customer requirements are met while controlling expenses resulting in the highest value proposition. Defines and reviews capacity management metrics of product portfolio.
  • Serves as the service expert. Interacts with IT and customer leaders to deliver service vision and to understand, define, and document service enhancement requirements. Manages expectations pertaining to service design, delivery and ongoing support. Responsible for cost recovery models for a family of services. Develops cost models that include unit costs, service usage and department allocations. Works directly with management and finance to make ongoing improvements to the models.
  • Leads technical workshops with cross functional teams focusing on service design, governance, legal, audit, compliance, security, network and records in conjunction with peers and third-party partners to ensure services meet AbbVie's requirements.
  • Responsible for ensuring services are ready for production use through operationalization including but not limited to service transition, service operations, SDLC and service management.
  • Designs associated processes to ensure the on-going management of platforms and services while proactively identifying overlapping or dependent processes.
  • Builds a collaborative environment with employees, cross functional teams and venders to foster innovation in service outcomes. Participates in the hiring, on-going coaching, management, improvement and termination processes of employees.
  • Represents the Cloud Productivity Platforms organization on the AbbVie Enterprise Architecture team, communicating platform technology strategy and ensuring alignment with interoperability guidelines established by the EA team
  • Maintain contracts and relationships with internal and external hosting organizations providing production support, incident management and reporting. Develops and cultivates a culture of Collaboration with leaders in the AbbVie community to develop Enterprise services that meet critical business needs
  • Strong business and financial acumen, along with executive presence and leadership traits with the self-directed competence to translate concepts to outcomes.
  • Responsible for compliance with applicable Corporate and Divisional Policies and procedures.

Supervisory / Management Responsibilities
  • Define the size of the organization this job is responsible for, as well as the level of the positions reporting into this job.

Position Accountability / Scope
  • Indicate the reporting relationships, products, budgets, throughput, level and purpose of contacts (internal and external), or other scope measures that are key to this position.
  • This position reports to the Leader of the Cloud Productivity Platforms team and is responsible for the service design and engineering of AbbVie's global cloud platforms and services. May direct an organization of up to 10 individuals, with a capital and expense budget exceeding $5 million. Primary relationships are peers within Infrastructure Services, IT leaders, internal customers and suppliers globally. Customers are peer department heads within AbbVie IT, divisional business systems managers, and corporate business managers. Suppliers include peer department managers within AbbVie BTS, managed service providers, international and specialty consulting firms, major hardware, software and service suppliers, and staff augmentation firms related to infrastructure hosting and software development. Purpose of contacts is establishing and enhancing partnerships and ensuring effective execution of contracts (in tandem with BTS Purchasing, Outsourcing COE, Corporate Legal, Audit and Records).

Minimum Education

  • Indicate the minimum education level required to perform this job.
  • Education preferably in Computer Science or MIS.
  • Bachelor's Degree with 14 years' experience in Infrastructure/Platform/Service Design or similar function, including 5 years people management experience.
  • Master's Degree or MBA with 12 years' experience is preferred, including 5 years people management experience.

Minimum Experience / Training Required

  • Indicate the minimum experience level and/or training required to perform this job.


  • The incumbent should have 12-15 years of business experience with 2-5 years of Infrastructure/Platform Management and supervision responsibilities in a variety of software technologies and platforms. Demonstrated excellence in complex technologies and enterprise project delivery and support. Proven track record of taking ownership and successfully delivering results in a fast-paced, dynamic environment. Excellent documentation and communication skills - must be able to clearly articulate complex concepts to the team.


  • Experience working in an FDA-regulated business (e.g. validated software related to medical, pharmaceutical, or life sciences products) or other regulated industry (such as finance) is preferred. Proficiency and experience in change management best practices and frameworks. Familiarity with SOX, HIPAA and PII. Solid knowledge of product and service management best practices, functional design and application delivery methodologies.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled