Director, IT 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.