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Director, IT Service Management - job 1 of 2

Company Description

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 TwitterFacebookInstagramYouTube 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

Job Description

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.

Qualifications

  • 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.

Additional Information

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.

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html 

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html

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Average salary estimate

$147500 / YEARLY (est.)
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$130000K
$165000K

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What You Should Know About Director, IT Service Management, AbbVie

As the Director of IT Service Management at AbbVie, you'll step into a pivotal role where technology meets innovation. Your mission? To elevate our Business Technology Solutions (BTS) organization to new heights while championing best practices in Service Management. This position isn't just about overseeing processes; it's about crafting strategies that resonate with AbbVie's vision of revolutionizing healthcare through technology. You'll be responsible for everything from incident management to change management, ensuring our ServiceNow platform not only meets current needs but also expands its capabilities for the future. Collaboration will be key, as you'll partner with various teams to align our service management strategy with broader business goals. With your extensive experience in ITIL and service management practices, you'll lead a passionate team of professionals, guiding them in optimizing operational performance and delivering best-in-class support. Your insights will help identify areas for continuous improvement, driving efficiency that reflects AbbVie's commitment to innovation and excellence. Furthermore, your leadership will foster a culture of trust, motivation, and development within your team, paving the way for high-impact service delivery to our stakeholders. Excited to make a difference? Join us and be part of a purpose-driven company dedicated to transforming lives and embracing the challenges of tomorrow!

Frequently Asked Questions (FAQs) for Director, IT Service Management Role at AbbVie
What are the key responsibilities of the Director of IT Service Management at AbbVie?

The Director of IT Service Management at AbbVie oversees various aspects of service management including incident, problem, change, and release management. This role entails strategic planning and execution of the IT Service Management Program, leveraging ITIL best practices, and ensuring effective service delivery while identifying opportunities for improvement within the ServiceNow platform.

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What qualifications are required for the Director of IT Service Management position at AbbVie?

To excel as the Director of IT Service Management at AbbVie, candidates should possess a Bachelor's Degree in Business or Computer Science along with over 10 years of progressive experience in IT, which includes at least 4 years focusing on service delivery and management. Experience with ITIL, ITSM tools, and overseeing large teams and budgets is also important.

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How does the Director of IT Service Management contribute to AbbVie’s mission?

In this role, the Director of IT Service Management supports AbbVie’s mission by ensuring that the technology landscape aligns with innovative healthcare solutions. By maximizing the value of BTS services and promoting excellence in service delivery, this position directly impacts AbbVie's ability to address significant health challenges and enhance operational efficiency.

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What skills are important for a Director of IT Service Management at AbbVie?

Key skills for the Director of IT Service Management include strong leadership abilities, excellent communication skills for engaging with senior management, strategic thinking to guide service management initiatives, and expertise in ITIL frameworks. Additionally, managing diverse teams and a significant budget will require exceptional organizational skills and the ability to inspire collaboration across departments.

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What opportunities for growth exist for the Director of IT Service Management at AbbVie?

The Director of IT Service Management at AbbVie has ample opportunities for professional growth by leading innovative projects, shaping and implementing strategic IT initiatives, and fostering team development. Active involvement in cross-functional collaborations can significantly enhance one's visibility and impact within the organization, potentially leading to higher-level leadership roles.

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Common Interview Questions for Director, IT Service Management
Can you describe your experience with ITIL and how it applies to service management?

I have over four years of experience implementing ITIL frameworks in previous roles, applying the principles to optimize service delivery. This includes developing incident management processes that align with ITIL best practices, ensuring service continuity, and enhancing communication across departments to facilitate smoother workflows.

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How do you approach strategic planning in IT service management?

My approach to strategic planning involves understanding the organization's broader objectives, assessing current technology capabilities, and identifying gaps. I engage stakeholders to align our IT service management goals with business priorities and create actionable roadmaps that drive continuous improvement and operational effectiveness.

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What techniques do you use for fostering a high-performance team culture?

To foster a high-performance culture, I focus on building trust through open communication, providing regular feedback, and recognizing achievements. I promote professional development by encouraging team members to pursue training and certifications, and I consistently align individual goals with team and company objectives to inspire collaboration and accountability.

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How would you enhance the use of the ServiceNow platform for AbbVie’s business needs?

I would analyze current utilization of the ServiceNow platform and identify areas where it can enhance operational efficiency. By working with cross-functional teams, I would develop tailored solutions for asset management and workflow automation, ensure best practices in incident response are enforced, and promote the platform as a versatile tool for various business processes beyond service management.

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Can you share a successful project you led in service management?

In my previous role, I led a project to revamp incident management processes which resulted in a 30% reduction in resolution time. This success stemmed from implementing a streamlined communication plan and leveraging automation within our ITSM tools to enhance response times and service quality, which significantly improved user satisfaction.

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How do you measure the success of IT service management initiatives?

Success in IT service management initiatives can be measured through KPIs such as incident resolution time, customer satisfaction scores, and service level agreements compliance. Regular analysis of these metrics enables us to identify trends, highlight areas for improvement, and validate that the initiatives align with our strategic objectives.

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What strategies do you employ for managing budgets effectively?

To manage budgets effectively, I prioritize transparency and regular monitoring of expenses against budget forecasts. I foster communication with finance teams to ensure alignment with business needs and adopt a proactive approach toward identifying cost-saving opportunities without compromising service quality.

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How would you handle resistance to change within the IT team?

Handling resistance to change involves empathetic communication to understand concerns and proactively address them. I focus on educating the team about the benefits of proposed changes, involving key stakeholders in the change process, and providing adequate training to ease transitions while emphasizing support available throughout.

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Describe how you build relationships with senior leadership and stakeholders.

I build relationships with senior leadership by maintaining open lines of communication, demonstrating the value of IT service management initiatives in achieving business goals, and actively engaging in discussions that align technology solutions with their vision. Establishing credibility and trust through consistent delivery of results is key to developing these relationships.

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What do you see as the future trends in IT service management?

Future trends in IT service management include the increased adoption of AI and machine learning for predictive analytics, enhancing automation in workflows, and integrating service management practices across the organization. I anticipate a greater focus on agility and adaptability within ITSM processes to respond rapidly to changing business needs.

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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: i...

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DATE POSTED
January 14, 2025

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