Associate Service Consultant (IT Service Operations Lead) at Abbvie

In AbbVie Business Technology Solutions, we are shaping the digital transformation accelerating the future of medicine—and doing it together, asking bold questions and taking on tough challenges through deep, honest collaboration. For anyone who wants to use technology and data to make a difference in people’s lives, contribute to the digital transformation of a leading biopharmaceutical company, and secure sustainable career growth within a diverse, global team: we’re ready for you. The Service Operations Lead will be part of the Business Technology Solutions, Research and Development technology group, known as Information Research (RDIR).  This Service Operations Lead will join our Application Technology Shared Services (ATSS) group, which focuses on governance and oversight of Application Maintenance, Support and Application Enhancement activities, while delivering business value by maximizing financial investment and optimization of the portfolio. The Service Operations Lead role maintains accountability for a differentiated customer experience and driving value with a strategic mindset. Responsibilities: • Demand and release change prioritization with plan/build as required. Provides input and feedback into the Change, Release and Deployment processes and schedules ensuring minimal impact and downtime of changes to the business. • Monitor and Approve Change Records for ATSS Owned Changes. Accountable for Demand Approval - ensures right change, right change type, clear & complete scope/requirements. • Provide budgetary impact of proposed changes to plan organization and ensure transfer of budget and updates portfolio tracker. • Accountable for ensuring that the Service Transition processes are fully executed. Approve readiness for support transition and serves as escalation point for any delays in service transition. Primary point of accountability with fulfillment of Audit Artifact Service Requests. Coordinates with internal compliance team for internal compliance driven audit requests. Monitors MSP execution of Audit process and procedures. Ensures timely and accurate delivery of external compliance driven audit artifacts. • Govern the application recertification process occurs as scheduled. Provide audit results as needed. • Evaluates and Approves the Service Providers reported performance trends and the process improvement recommendations to identify areas where preventative maintenance might be performed to improve Applications performance and efficiency. Reviews ticket patterns and identifies opportunities that were presented by MSPs. Approves SLA exception breaches. • Responsible for reviewing the service provider Service Level Agreements and participating in any action plans that are required to address any deviations and/or improvement opportunities with the supplier. Helps manage the relationship with vendors to ensure superior service delivery for all application maintenance and support activities. • Performs summary daily reviews of prior days ticket activity: queue levels, processing efficiency, backlogs, aging levels along with prior day Incidents and adjusts priorities as needed to ensure that ticket processing and the Problem Management engines are performing within expected operational parameters. Acting approver for SLA exception breaches. • Serves as primary AbbVie point of contact and first level of escalation for Incidents and Problems., including activities that require multiple teams to solution. Assists, when needed, with the prioritization and escalation of system recovery issues with Cross-functional, Build and Infrastructure teams.