Senior Manager, Service Operations

Lake County, IL, United States
Feb 11, 2021
Required Education
Bachelors Degree
Position Type
Full time
About AbbVie
AbbVie's mission is to discover and deliver innovative medicines 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, eye care, virology, women's health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at . Follow @abbvie on Twitter , Facebook , Instagram , YouTube and LinkedIn .


The Sr Service Operations Manager role maintains accountability for a differentiated customer experience and driving value with a strategic mindset. This role will maintain accountability for providing governance and oversight for Application Maintenance, Support and Minor Enhancement activities, while delivering business value by maximizing financial investment and optimization of the large, high risk and comp lexity application portfolio. The area of oversight will be for the Corporate Services and Infrastructure portfolios within the Application Center of Excellence (ACOE).

  • Responsible for overall operations, governance and optimization of Applications within the ACOE that are under the area of responsibility with large, high risk and complexity applications. 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 ACOE for applications that are under area of responsibility.
  • Ensure compliance with the Abbvie processes and ensure standard practices and processes across all applications within the 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 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.


  • 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 managed service provider outcomes, including SLA and contractual obligations, working through gaps, and ensuring optimization of delivery of service.
  • 5+ yrs. of experience in utilizing ITIL Framework, including: Incident Management, Change Management, Problem Management and Change Management.
  • Proven experience identifying strategies for risk mitigation in order to reduce or eliminate issues.

Preferred Qualifications:
  • Master's degree in Business Administration, Computer Science or Computer Engineering.
  • 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 or Financial 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

Significant Work Activities
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Yes, 5 % of the Time
Job Type
Job Level Code
Equal Employment Opportunity
At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer we do not discriminate on the basis 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, protected veteran status, or any other legally protected characteristic.