Technology Site Operations Lead

About Abb Vie

Abb Vie's mission is to discover and deliver innovative medicines and solutions 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 including immunology, oncology, and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about Abb Vie, please visit us  Follow @abbvie onLinked

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The Technology Site Operations Lead is the senior operational leader for AP5 technology support services that enable contact center and pharmacy operations. This role ensures reliable technology service delivery through managed service provider governance, incident escalation management, site readiness, stakeholder engagement, and continuous service improvement.

This role owns day-to-day service quality, operational coordination, and escalation management for AP5 site-specific technology services supporting contact center agents and pharmacy users. The role partners with enterprise support organizations, platform engineering teams, vendors, business stakeholders, and the onsite managed service provider team tomaintainoperational continuity and high-quality end-user experiences.

This is not a traditional end-user support technician role and is not a platform engineering role.

The Technology Site Operations Lead is a senior individual contributor who applies technology operations experience, service management discipline, and business judgment to lead AP5 service delivery, managed service provider performance, operational readiness, and escalation coordination.

Responsibilities:

• Lead operational delivery and service coordination of technology support services for AP5 contact center and pharmacy operations.
• Serve as the primary escalation point for AP5 technology issuesimpactingbusiness users, contact center agents, pharmacy staff, supervisors, and leadership teams.
• Lead daily operational engagement with the onsite managed service provider team, including priority setting, escalation review, service delivery expectations, and operational coordination.
• Own managed service provider performance oversight through SLA monitoring, ticket aging review, service reviews, operational metrics, issue follow-up, and continuous improvement actions.
• Coordinate issue resolution across onsite support resources, enterprise support teams, platform engineering teams, vendors, and managed service providers when AP5 operations are impacted.
• Support incident escalation management for site-impacting technology issues, including issue triage, stakeholder communication, mitigation coordination, and escalation to management for major incidents.
• Maintain operational readiness for AP5 contact center and pharmacy technology services byidentifyingservice risks, recurring issues, process gaps, and readiness needs before theyimpactbusiness operations.
• Partner with business stakeholders, site leaders, supervisors, enterprise support teams, platform owners, and vendors to ensure technology services align to AP5 operational priorities and user experience needs.
• Monitor and report on service quality indicators, including ticket aging, SLA compliance, contact center availability, pharmacy operational continuity, MSP performance, and audit readiness.
• Drive continuous service improvement byidentifyingopportunities to improve support processes, service responsiveness, user experience, issue prevention, and operational discipline.
• Develop andmaintainoperational documentation, escalation paths, service review materials, runbooks, support handoff expectations, and site readiness procedures as needed.
• Mentor and guide…