Senior Technology Site Operations Lead

AbbVie; United States; In loco; USD 120.000 - 180.000; Tempo pieno

Descrizione del lavoro

AbbVie is seeking a Technology Site Operations Lead to serve as the senior operational leader for AP5 technology support services that enable contact center and pharmacy operations. This role ensures reliable service delivery through governance, escalation management, and continuous improvement, partnering with MSPs, vendors, and enterprise teams to maintain high-quality end-user experiences.

The position focuses on operational readiness, service delivery, and performance oversight, with a

Competenze

• 5+ years in technology service operations for critical business environments.
• Experience governing a managed service provider, including SLA management.
• Strong end-user support operations and incident escalation knowledge.
• Ability to coordinate across enterprise support teams and vendors.

Mansioni

• 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 affecting users.
• Lead daily operational engagement with the onsite MSP team, including priority setting and service delivery expectations.
• Own MSP performance oversight through SLA monitoring, ticket aging reviews, and service reviews.
• Coordinate issue resolution across onsite and enterprise teams, vendors, and MSPs.
• Support incident escalation management for site-impacting tech issues.
• Maintain operational readiness by identifying risks and remediation needs.
• Partner with stakeholders to align services to AP5 priorities.
• Monitor and report on service quality indicators.
• Drive continuous service improvement and develop Runbooks and documentation.
• Mentor MSP resources and ensure escalation discipline.
• Ensure compliance with corporate data security and privacy policies.

Conoscenze

Technology operations

Service management

Escalation management

SLA monitoring

Stakeholder engagement

Operational leadership

Communication skills

Vendor management

Formazione

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

Master's Degree in a relevant field

Descrizione del lavoro

AbbVie is seeking a Technology Site Operations Lead to serve as the senior operational leader for AP5 technology support services that enable contact center and pharmacy operations. This role ensures reliable service delivery through governance, escalation management, and continuous improvement, partnering with MSPs, vendors, and enterprise teams to maintain high-quality end-user experiences.

The position focuses on operational readiness, service delivery, and performance oversight, with a