Associate Director, BTS Service Delivery and Operations

AbbVie Brand and Commercial Operations (BCo) BTS is working on transforming AbbVie Commercial into an agile data driven enterprise. This is an exciting opportunity to be part of that change. Associate Director – BTS Service Delivery & Operations will be responsible for optimizing service delivery by building high-performing teams and improving service operations. This role works to provide new, unique, and innovative ways to deliver solutions to address complex and persistent challenges. Works with internal and/ or external stakeholders as a thought leader to align technology solutions with business strategies. This role collaborates with senior leaders on both Business and BTS teams to deliver/ support the data solutions. These data solutions aim to help compliantly educate physicians on AbbVie’s approved products to help them make the most informed treatment decision for patients. The ideal candidate will be a proponent for optimized service delivery through innovation, best practices, sound design principles, strong development habits, and efficient team/ project structures.

Responsibilities:

• Define Support Models for each service area and establish Service Level Agreements (SLA).
• Build and manage high performing BTS Service Delivery and Operations team and ensure optimal service.
• Maintain high performance levels for service-related processes and implementing improvement activities wherever necessary.
• Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews.
• Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Develop a deep understanding of projects to gain insights into the scope of service delivery. 
• Take accountability for service delivery performance, meet customer expectations, and drive future demand.
• Analyze third-party as well as internal processes and create strategies for service delivery optimization.

Qualifications:

• Bachelor's Degree with 9 years’ experience; Master's Degree with 8 years’ experience; PhD with 4 years’ experience
• 8+ combined years in BI / DW / Data Lake and Analytics; experience will include one or more of the following – Program/ Product Manager, Service Delivery / Support Manager, Data / Solution Architect, Analytics / Reporting Architect.
• Experience with Big Data and Data Science tools – Hadoop, R, Dataiku, SAS, QlikSense, Cloudera toolsets.
• Proven track record in multi-team (business / technical / operations / systems) project delivery and support.
• Experience with offshore / onshore / near shore resources.
• Experience with one or more of the reporting tools – Cognos, Discoverant, Tableau and QlikSense.
• Solid understanding on impacting, emerging and vendor trends in the BI/ DW/ Analytics space.
• Experience in Agile and DevOps development environment.
• Experience working on n-tier web application (UI, Service Layer, Business Logic Layer, Data Access Layer).
• Extensive knowledge of the system development life cycle and application program development alternatives.
• Pharmaceutical industry experience in Commercial, Manufacturing, Supply Chain & Quality domains preferred.

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

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law. 

AbbVie is an equal opportunity employer including disability/vets. It is AbbVie’s 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 disabled veteran, recently separated veteran, Armed Forces service medal veteran or active duty wartime or campaign badge veteran or a person’s relationship or association with a protected veteran, including spouses and other family members, or any other protected group status. We will take affirmative action to employ and advance in employment qualified minorities, women, individuals with a disability, disabled veterans, recently separated veterans, Armed Forces service medal veterans or active-duty wartime or campaign badge veterans. The Affirmative Action Plan is available for viewing in the Human Resources office during regular business hours.