Technology Site Operations Lead

Job Description

Job Description

Company Description

About AbbVie

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 including immunology, oncology, and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.

Job Description

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 to maintain operational 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 issues impacting business 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 by identifying service risks, recurring issues, process gaps, and readiness needs before they impact business 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 by identifying opportunities to improve support processes, service responsiveness, user experience, issue prevention, and operational discipline. 
• Develop and maintain operational documentation, escalation paths, service review materials, runbooks, support handoff expectations, and site readiness procedures as needed. 
• Mentor and guide onsite MSP resources and related support partners through operational expectations, escalation discipline, service review feedback, and continuous improvement priorities. 
• Understand and adhere to corporate standards regarding applicable Corporate and Divisional Policies, including code of conduct, safety, data security, privacy, compliance, and technology support practices. 
• What makes this role different--
  • Owns operational performance of AP5 technology support services rather than hands-on platform engineering or enterprise support strategy. 
  • Serves as the primary escalation point for AP5 technology issues affecting contact center and pharmacy operations. 
  • Governs managed service provider performance through SLA management, service reviews, operational oversight, and continuous improvement activities. 
  • Leads daily operational engagement with the onsite managed service provider team, including priorities, escalations, and service delivery expectations. 
  • Coordinates issue resolutions across onsite support teams, enterprise support organizations, platform teams, vendors, and managed service providers. 
  • Focuses on operational continuity, service quality, site readiness, and user experience for AP5 business operations. 
  • Represents technology operations to AP5 business stakeholders, supervisors, and leadership teams. 

Qualifications

Required:

• Bachelor's degree in Information Technology, Business, Engineering, Operations, or related field with 5 years of relevant experience, or Master's Degree in a relevant field with 4 years of relevant experience. 
• Experience leading technology service operations in a business-critical environment where operational continuity, user experience, and service responsiveness are essential. 
• Experience governing or coordinating a managed service provider, including SLA management, service reviews, ticket aging review, escalation management, performance follow-up, and continuous improvement activities. 
• Strong understanding of end-user support operations, site technology services, incident escalation, service management practices, operational metrics, and operational readiness planning. 
• Ability to coordinate across enterprise support teams, platform teams, vendors, onsite support resources, and business stakeholders to resolve operational issues. 
• Strong communication skills with the ability to provide clear status updates, escalate issues appropriately, and maintain stakeholder confidence during service disruptions. 
• Strong relationship-building skills with business users, supervisors, support organizations, managed service providers, vendors, and technology partners. 
• Ability to identify operational risks, recurring issues, service gaps, and user experience concerns before they impact site operations. 
• Ability to operate independently with sound business judgment, strong ownership, technical curiosity, and a balance of operational leadership and technical understanding. 
• Experience producing and maintaining operational documentation, service review materials, runbooks, escalation paths, and support procedures. 
• Understanding of corporate standards, data security, privacy, compliance, and applicable technology support practices. 

Preferred:

• Experience supporting contact centers, pharmacy, healthcare, life sciences, manufacturing, or other business-critical operations environments. 
• Experience with IT service management practices, incident management, problem management, service reviews, operational reporting, and continuous service improvement. 
• Experience working with managed service providers or outsourced technology support teams in an onsite environment. 
• Experience supporting technology operations in a regulated environment or covered entity context. 
• Working understanding of contact center agent technology, end-user computing, peripherals, site support services, enterprise support models, and operational handoffs. 
• Experience mentoring or guiding support resources through operational standards, escalation discipline, service priorities, and continuous improvement activities. 

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. ​

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 and serving our community.  Equal Opportunity Employer/Veterans/Disabled.

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