Senior Tech Site Operations Lead

AbbVie Inc.; North Chicago (IL); On-site; USD 120,000 - 180,000; Full time

Job summary

AbbVie Inc. is seeking a Technology Site Operations Lead to oversee AP5 technology support services for contact center and pharmacy operations. This senior role ensures reliable service delivery, MSP governance, incident escalation, site readiness, and continuous improvement.

You will own day-to-day service quality, coordinate with enterprise teams, vendors, and site staff, and guide MSP resources. The position requires strong leadership, collaboration, and a track record in technology

Qualifications

• Bachelor's degree in IT, business, engineering, or related field with 5 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.

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 MSP 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 priorities and user needs.
• Monitor and report on service quality indicators, including ticket aging, SLA compliance, contact center availability, pharmacy 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 data security, privacy, compliance, and applicable technology support practices.

Skills

Technology operations

MSP governance

SLA management

Incident escalation

Operational readiness

Stakeholder engagement

Documentation skills

Communication skills

Education

Bachelor's degree in Information Technology, Business, Engineering, Operations, or related field

Master's Degree in a relevant field

Job description

AbbVie Inc. is seeking a Technology Site Operations Lead to oversee AP5 technology support services for contact center and pharmacy operations. This senior role ensures reliable service delivery, MSP governance, incident escalation, site readiness, and continuous improvement.

You will own day-to-day service quality, coordinate with enterprise teams, vendors, and site staff, and guide MSP resources. The position requires strong leadership, collaboration, and a track record in technology