Technology Site Operations Lead
AbbVie
AbbVie seeks a senior operational leader to oversee technology support services for AP5 contact center and pharmacy operations in North Chicago. The role manages managed service provider performance, incident escalation, and service quality to ensure reliable technology delivery and operational continuity.
Responsibilities
- Lead operational delivery and service coordination for AP5 contact center and pharmacy technology support services
- Serve as primary escalation point for AP5 technology issues impacting business users, agents, pharmacy staff, and leadership
- Oversee managed service provider performance through SLA monitoring, ticket aging review, service reviews, and continuous improvement
- Coordinate issue resolution across onsite support, enterprise teams, platform engineering, vendors, and managed service providers
- Maintain operational readiness by identifying service risks, recurring issues, and process gaps before impacting operations
Requirements
- Bachelor's degree in IT, Business, Engineering, Operations, or related field plus 5 years relevant experience; or Master's degree plus 4 years experience
- Experience leading technology service operations in business-critical environments prioritizing continuity and user experience
- Experience governing managed service providers including SLA management, service reviews, and performance oversight
- Understanding of end-user support operations, incident escalation, service management practices, and operational metrics
- Ability to coordinate across enterprise teams, vendors, platform teams, and business stakeholders
- Strong communication skills for status updates, escalation management, and stakeholder engagement
Vacancy posted 6 days ago
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