Director, IT Service Management

AbbVie'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 – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn. 

This role is a part of our broader Enterprise Systems IT function.  Enterprise Systems delivers and supports key applications that are leveraged across the entire company.  Includes HR, SAP, Finance, Legal, and IT for IT platforms (including ServiceNow).  Our remit is to ensure that BTS is ready for the future while continuing to explore and address opportunities to improve what we do today. Our team is currently accountable for:

• Overall Enterprise Systems strategy with alignment to broader BTS initiatives
• Strategic technology planning
• Establishing Capability frameworks, roadmaps and driving investment prioritization against the strategic imperatives
• Delivery Effectiveness
• Talent and workforce strategy
• Continuous Improvement
• Service Management

Purpose:

Technology is rapidly becoming an integral part of how businesses operate, evolve and advance and is creating an incredible opportunity for technology professionals within AbbVie to make a direct, relatable impact on AbbVie’s mission.  At the same time, the speed of change in technology is faster than it was ever before.  Emerging trends like AI have driven us to take a strategic look at the future state of our Business Technology Solutions (BTS) organization and ensure that AbbVie BTS is ready now, for the future. 

We are seeking a passionate leader to lead the BTS Service Management capability both operationally and strategically. The scope of the role includes analysis, planning, and implementation of all areas -CMDB, Incident, Problem, Change, Release, Knowledge are the core areas. In addition, this role will be responsible for managing and driving key enterprise level operational metrics and highlighting efficiencies and improvements on a regular basis. 

In addition, this leader will seek out opportunities to exploit the ServiceNow platform for areas outside of Service Management and guide and lead efforts to investigate and implement for other process areas.  This leader will be responsible for creating and driving the strategic capability for service management and maximizing the value delivered through the ServiceNow platform.

The candidate will be responsible for developing the team and establishing partnerships with key suppliers to ensure the necessary skills are available to maintain the strategic and operational plans.  The position requires an independently minded and creative individual to apply their skills in helping to shape operating practices and inspire cross team collaboration and knowledge sharing that results in truly world class services to BTS and end users.

The candidate must have excellent presentation and communication skills for presenting to a wide variety of audiences including senior leadership.  A strong sense of urgency is critical to ensure that existing and new processes add value to both the organization and our customers. 

This role will report into our Director, Enterprise Delivery and Service Management and will work closely with peers within the team, VPs of the individual business technology organizations (BTOs) and other key business and technology leaders throughout the organization.

Responsibilities:

Strategy & Influence:

• Provide strategic leadership, vision and oversight for the AbbVie IT Service Management Program, leveraging the (ITIL) best practice framework (disciplines and practices)
• Collaborate with Advancit and BTS Leadership Team to develop, publicize, and implement the multi-year strategic plan for Service Management and build alignment through collaboration.
• Collaborate with BTS Leaders and teams to seek out opportunities where the current Service Now platform, process and tools can be leveraged for other processes in the organization.
• Own, define, implement, communicate, and improve service management processes and guide key stakeholders in the utilization of ITSM practices to achieve the delivery of high-quality BTS services.
• Manage enterprise platform governance with key organizational stakeholders and align strategic roadmap capabilities for the future.

Continuous Improvement:

• Maximize the value of the ServiceNow platform and related processes.   Advise and design solutions to expand capabilities for IT telemetry, discovery, and asset management.  Support platform expansion into other lines of business (i.e HR)
• Provide service management governance and develop and improve processes for the BTS organization for incident management, problem management, change management and other ITIL functions.
• Prioritize and oversee service improvement projects and report on the progress of those projects and measure and communicate their impact on performance
• Develop a model for and regularly measure organizational maturity around ITSM and service delivery and create action plans as required

Operational Management:

• Responsible for ensuring IT service reporting is available and utilized (e.g., productivity metrics, KPIs, SLAs) and quality control/governance is established (e.g., compliance reporting, management escalation, process auditing, etc.).
• Develops and implements Configuration Management standards, plans, processes and procedures in line with the goals of the enterprise
• Ensures integrity of CMDB Data and integrations with the IT Asset Discovery Tools

Change Management:

• In partnership with our OCM lead, develop and implement an ITSM training and communication plan for the organization as required for adoption and execution of ITSM practices

People Management:

• Responsible for managing and developing a team of leaders and individual contributors, proactively building a high performing team.

Relationship Building:

• Builds collaborative relationships and effectively interacts frequently with business and/or technology senior leadership and vice presidents. Interactions focus on top priority project and influencing strategic decisions. Interacts well with diverse groups across business and technology functions and maintains strong working relationships with internal and external collaborators.

Culture:

• Consistently demonstrates Abbvie's Ways of Working and Leadership Attributes to drive an organizational culture that is purpose driven, has high trust, focused on innovation and is nimble in its response to change.  Effectively manages performance, provides timely feedback, appropriately rewards and recognizes valuable achievement, develops talent, and creates a succession pipeline. Understand and execute AbbVie's and BTS’s vision, goals and strategies.

• Bachelor’s Degree in Business or Computer Science or equivalent education
• 10+ years of progressive experience and responsibility in information technology organization(s)
• 4+ years experience with service delivery and service management best practices in an organization that adopted ITIL/ITSM
• Experience managing, overseeing, or implementing an ITSM suite of tools preferred
• Defining, updating, and implementing processes that impact entire IT organization
• Effectively connects employee and BTS functional goals to business and/or overall Abbvie goals. Excellent written and verbal communication skills.
• Required: Ability to communicate problems in terms that are understandable to Executive Management and stakeholders across all levels
• Required: Proven ability to drive outstanding performance and gain commitment through developing, coaching, motivating, energizing and inspiring team members
• Experience managing teams of at least 10 people with a resource mix of managers, employees, matrixed teams, virtual teams, contractors and managed service providers
• Experience managing a budget of at least $10 million
• Preferred Skills:  ITIL certification; Foundation level

• Preferred: Knowledge of Pharmaceutical industry.

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 and is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion.  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 protected veteran, or any other legally protected group status.

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