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Service Operation Manager Commercial IT

AbbVie, Marlow, Buckinghamshire

Service Operation Manager Commercial IT

Salary not available. View on company website.

AbbVie, Marlow, Buckinghamshire

  • Full time
  • Permanent
  • Onsite working

Posted 2 weeks ago, 5 Dec | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 4c9172739b5847ae9c36a9efd872ff86

Full Job Description

  • Reporting to Director - Architecture, Integration and Service Operations - BTS - Allergan Aesthetics, The Service Operations Manager (SOM) will be responsible for overseeing and managing all aspects of our IT service delivery operations within the IT commercial division. This role involves ensuring high-quality IT services, managing SLAs, and working closely with internal and external stakeholders to meet business objectives. You'll oversee a team of IT professionals, driving customer satisfaction, continuous improvement, and efficient daily operations to support our commercial activities., Service Delivery Management:
  • Oversee the delivery of IT services to support commercial activities, including sales, marketing, Analytics.
  • Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve service delivery.
  • Monitor service performance, identify areas for improvement, and implement necessary changes to enhance service quality.
  • Lead and communication framework for service delivery with all the stake holders.
    • Incident and Problem Management:
  • Implement and oversee incident and problem management processes to ensure timely resolution of IT issues.
  • Conduct root cause analysis and implement preventive measures to avoid recurring incidents.
    • Stakeholder Collaboration:
  • Act as the primary escalation point for major service issues and coordinate resolution efforts.
  • Ensure high levels of customer satisfaction by aligning IT services with customer expectations.
  • Conduct regular review meetings with key stakeholders to discuss service performance and areas for improvement.
  • Collaborate with internal teams, clients, and vendors to understand business requirements and align IT services accordingly.
  • Act as a liaison between IT and other departments, ensuring effective communication and understanding of IT initiatives and service offerings.
    • Operational Management
  • Develop and implement standard operating procedures (SOPs) for IT service delivery.
  • Foster a culture of continuous improvement by regularly reviewing processes and implementing best practices.
  • Collaborate with cross-functional teams to ensure IT services align with business objectives.
  • Manage the data operations.
  • Work with the regional BTS teams to support them with their local applications.
    • Team Management:
  • Manage and lead a team of IT professionals, providing coaching, guidance, and performance feedback.
  • Foster a collaborative and high-performance team culture, encouraging continuous learning and development.
    • License Management:
  • Manage the license life cycle for Sales force, Veeva and other apps.
  • Optimize resource allocation to meet service demands efficiently.
    • Compliance Security and QA:
  • Establish and enforce quality assurance processes to deliver reliable and secure IT services.
  • Enforce all the application are compliant with relevant regulations and internal policies.
  • Act as the key owner for the CMDB for BTS commercial applications and assets, make sure it is always up to date

    University Degree or equivalent experience in Computer Science, Software Engineering, or related fields., Proven experience in IT service delivery management, with a strong focus on customer satisfaction and service quality.
  • Experience of working and managing offshore (India based) vendors, providing them coaching and guidance.
  • Experience in implementing and governance incident and problem management processes.
  • Experience of managing root cause analysis and implementing preventive measures
  • Ability to act as the primary escalation point for major service issues.
  • Experience in collaborating with internal and external stakeholders to align IT services with business objectives.
  • Strong communication and interpersonal skills to act as a liaison between IT and other departments.
    • Knowledge and Skills
  • Solid understanding of ITIL framework (ITIL 4 Managing Professional certification, although not required, will be valued) and best practices.
  • Experience of managing the support for Salesforce related apps, web application.
  • Experience of SDLC and DevOps best practices.
  • Technical experience of implementing and using Service Now and CMDB tools
  • Relevant certifications such as ITIL, PMP, or related certifications are desirable

    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 X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok (https://www.tiktok.com/@abbvie) .