Director, IT Service Continuity
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Benefits offered by this job
Job summary
AbbVie seeks a Director of IT Service Continuity to lead enterprise-wide resilience, continuity planning, and crisis management across global IT operations. You will shape strategy, policies, and governance, partnering with senior technology and business leaders to protect critical services.
The role balances strategic oversight with hands-on leadership, ensuring effective response to major incidents and continuous maturity of resilience posture. International collaboration is key.
Qualifications
- Bachelor's degree in IT, business, engineering, or related field with 10+ years of experience, or Master's with 9+ years.
- Extensive experience in IT service continuity, IT crisis management, or operational resilience.
- Strong ITSM/ITIL knowledge and governance experience.
Responsibilities
- Define, own, and govern IT Service Continuity, IT Crisis Management, and IT Disaster Recovery strategy.
- Provide executive oversight and decision support during IT crises and major incidents.
- Lead the global Incident Command Center and ensure readiness and performance.
Skills
Education
Tools
Job 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 including immunology, oncology, and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.
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 www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.
The Director, IT Service Continuity provides enterprisewide strategic leadership and governance for AbbVies IT Service Continuity, IT Crisis Management, and IT Business Continuity capabilities. This role is accountable for defining strategy, setting policy, and ensuring execution of continuity and crisis management practices that protect AbbVies businesscritical services and support uninterrupted operations globally. The Director partners with senior technology and business leaders to anticipate and mitigate enterprise risk, ensure regulatory and audit defensibility, and continuously mature AbbVies resilience posture. This role balances strategic oversight and executive decision support with operational leadership, ensuring AbbVie can effectively withstand, respond to, and recover from major IT incidents and crisis events. As the functional head of Service Continuity, the Director aligns people, processes, and enabling technologies to deliver a cohesive, riskbased resilience framework across infrastructure, applications, suppliers, and business operations.
- Define, own, and govern AbbVies IT Service Continuity and IT Crisis Management strategy, policies, and standards.
- Establishenterpriselevelframeworks, operating models, and accountability structures that integrate service continuity, business continuity, disaster recovery, risk management, and crisis response.
- Drivelongtermcapability maturity through roadmap development, investment prioritization, and performance measurement.
- Identifyand champion opportunities to enhance Service Continuity, Crisis Management, and Recovery capabilities through process optimization, automation, and responsible use of AIenabled solutions, in alignment with AbbVie standards and enterprise technology strategy.
- Provideexecutiveleveloversight, coordination, and decision support during IT crises and major incidents, including escalation guidance andriskinformedrecommendations.
- Serve as a trusted advisor to senior technology and business leadership on resilience, availability risk, and recoverytradeoffs.
- Represent IT Service Continuity in executive, risk, and compliance forums asrequired.
- Provide senior leadership oversight and strategic direction for AbbVies global Incident Command Center (ICC) supporting 24x7x365 Major Incident Management.
- Partner with the Associate Director (ICC Team Lead) to ensure operational excellence, workforce readiness, succession planning, and continual service improvement.
- Ensure the ICC operating model aligns with ITSM practices and enterprise resilienceobjectives.
- Provide governance and strategic oversight for IT Event Management practices, ensuring alignment with Major Incident Management, Crisis Management, and Service Continuityobjectives, including clear escalation thresholds, integration points, and performance expectations.
- Oversee theriskbasedassessment of applications and systems, including business criticality classification and resilience requirements.
- Provide executive oversight for disaster recovery strategy, testing, remediation, and risk acceptance decisions forbusinesscriticaltechnologies.
- Ensure continuity and recovery strategies are aligned with business impact, regulatory expectations, and enterprise risk tolerance.
- Establish and oversee governance forthirdpartysupplier continuity and disaster recovery posture, in partnership with procurement, supplier risk, and legal teams.
- Ensureriskbasedcontinuity requirements are defined, assessed, and tracked for material suppliers.
- Provide leadership oversight for IT Business Continuity and Disaster Recovery responses to internal, external, and regulatory audits.
- Ensure evidence, reporting, and controls are consistent, defensible, and aligned with enterprise risk management expectations.
- Proactivelyidentifyand escape systemic continuity or recovery risks to senior leadership.
- Lead and develop the Service Continuity organization, setting vision, expectations, and performance outcomes.
- Build a culture of preparedness, accountability, and continuous improvement across global teams and partners.
- Develop talent, successors, and future leaders within the Service Continuity and incident response functions.
- Bachelors degree in Information Technology, Business, Engineering, or related fieldwith at least 10 years ofexperience ORMaster's Degree with at least 9 years ofexperience.
- Extensive experience in IT service continuity, IT crisis management, or operational resilience.
- Strong understanding of IT Service Management (ITSM) and ITILbased practices(or similar), including incident, major incident, problem, and change management, and their role in supporting service continuity and operational resilience.
- Demonstrated leadership experience managing complex, cross-functional teams.
- Strong knowledge of IT operations, risk-based frameworks, and enterprise technology environments.
- Excellent communication and stakeholder engagement skills.
- Experience in regulated environments such as life sciences or healthcare.
- Experience leading large-scale ITincidentsor crisis response organizations.
- Familiarity with businessor application/systemimpact analysis, disaster recovery, and supplier risk management.
- CertifiedBusiness Continuity Planner Designation (CBCP, MBCP, or equivalent).
- Experience with ServiceNow, Coupa,ProcessUnity, CL Digital.
- The compensation range described below is the range of possible base pay compensation that the Companybelieves ingood faith it will pay for this role at the timeof this posting based on the job grade for this position.Individualcompensation paid within this range will depend on many factors including geographic location, andwemayultimatelypaymore or less than the posted range. This range may bemodifiedin thefuture.
- We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick),medical/dental/visioninsurance and 401(k) to eligibleemployees.
- This job is eligible toparticipatein our long-term incentiveprograms.
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 employer remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Companys 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.
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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