This job has expired

You will need to login before you can apply for a job.

Associate Director, BTS Service Delivery and Operations

Lake County, Illinois
Start date
Jun 1, 2023

View more

Manufacturing & Production, Operations
Required Education
Bachelors Degree
Position Type
Full time
BioMidwest, Best Places to Work

Job Details

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.



  • 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.


  • 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:


  • The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
  • We offer a comprehensive package of benefits including paid time off. (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.  
  • This job is eligible to participate in our short-term incentive programs. 
  • This job is eligible to participate in our long-term incentive programs. 
  • 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.


    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, and YouTube.

    Stock Symbol: ABBV

    Stock Exchange: NYSE

    Find Us
    1 North Waukegan Road
    North Chicago

    Get job alerts

    Create a job alert and receive personalized job recommendations straight to your inbox.

    Create alert