Associate Service Consultant; IT Service Operations Lead

Job Overview

The Service Operations Lead will be part of the Business Technology Solutions, Research and Development technology group, known as Information Research (RDIR), within the Application Technology Shared Services (ATSS) group. This role focuses on governance and oversight of Application Maintenance, Support and Application Enhancement activities, delivering business value by maximizing financial investment and portfolio optimization.

• Prioritize demand and release changes, providing input into Change, Release, and Deployment processes to minimize impact and downtime.
• Approve Change Records for ATSS owned changes and ensure accurate demand approval, scope, and requirements.
• Provide budgetary impact of proposed changes, update portfolio tracker, and transfer budget as needed.
• Ensure full execution of Service Transition processes, approve readiness for support transition, and serve as escalation point for delays.
• Coordinate with internal compliance and audit teams to deliver compliance-driven audit artifacts.
• Govern application recertification processes and provide audit results.
• Evaluate and approve Service Provider performance trends, recommend process improvements, and approve SLA exception breaches.
• Review Service Level Agreements, address deviations, and drive improvement actions with vendors.
• Conduct daily reviews of ticket activity, prioritize backlogs, and manage Problem Management engine performance.
• Act as primary Abb Vie point of contact and first-level escalation for Incidents and Problems, coordinating with cross-functional teams as needed.

• Bachelor’s degree in Information Technology, Computer Science, or Computer Engineering plus 6 years of experience;
  Master’s degree plus 5 years;
  PhD plus 0 years.
• Proven experience with application outsourcing, enhancements, ARCs/RRCs, Service Level Management, and Vendor Management.
• Experience systematically interpreting data, analyzing trends, solving complex problems, and presenting recommendations.
• Experience managing change control processes and methodologies.
• Experience executing complex IT processes and identifying process exceptions or improvements.
• Experience identifying and executing continuous improvement opportunities and cost reduction initiatives.
• Experience facilitating cross-functional meetings and effectively communicating in writing and verbally.

• Master’s degree in Business Administration, Computer Science, or Computer Engineering.
• Experience with Software Development Lifecycle (SDLC) methodologies.
• Knowledge of platforms or verticals such as Oracle, Life Sciences Pharmaceutical R&D, or Financial application technologies.
• Ability to prioritize and multi‑task.
• Strong problem resolution skills.
• Ability to influence key stakeholders to adopt innovative technology solutions.
• Experience learning new business functions and building horizontal and vertical relationships with business and IT leaders.
• Proven experience with ITIL, including Incident, Problem management, Continuous Improvement Planning (CIP), Cost Optimization, Demand and Release, and Deployment Management.
• ITIL Foundation and Intermediary certifications in Service Operations.
• Experience developing and implementing Operating Level Agreements (OLAs).
• Demonstrated ability to coordinate cross‑functional teams toward task completion.
• Experience with Service Operations in a global, multi‑sourced environment.

• Comprehensive benefits package including paid time off (vacation, holidays, sick), medical/dental/vision insurance, and 401(k) to eligible employees.
• Eligibility to participate in short‑term incentive programs.
• Base pay range as described; actual compensation depends on geographic location and other factors and may be modified in the future.

Abb Vie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.