Corporate Back Office, Bss, DTS IT Service Manager

Abbott Waukegan , IL 60079

Posted 2 months ago

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

This position resides within the Business Solutions and Services (BSS) division of Abbott Information Technology. BSS is responsible for the planning, delivery, implementation, and ongoing support for all Abbott IT systems and application services.

The role of the IT Service Manager is to ensure that all corporate, BSS, and Digital IT needs, either for application solutions or infrastructure are documented, reviewed and submitted to be implemented per the user expectations. This includes; the verification and prioritization of new demand items, governance and approval of spend pool, submission and tracking of work authorization, and approval of Project Change Requests (PCRs) in execution.

This position is also the global point of contact for all Suppliers focused on all application and infrastructure programs that are part of the division portfolio. This includes helping to identify issues and assisting in the management of their resolution through management of expectations of the suppliers, and communication with the user community within the division.

The position is also responsible for administering the IT Work Request process which includes managing and enhancing these processes on a continual improvement basis over their lifetime.

Primary responsibilities of this position are related to the management of all application solutions delivered and utilized for all programs within the Client organization globally. Some of the specific responsibilities of this role include:

  • Operating as primary point of contact with vendors for day-to-day interactions

  • Understanding and communicating to suppliers near term (less than six months) demand forecast for application solution delivery services and for infrastructure programs

  • Dissemination of information to BRMs on new process updates

  • Portfolio level reporting on application solution delivery execution (quality, cost, milestones)

  • Monitoring compliance and utilization of project management process

  • Assuring that Measures of Success are captured for Projects over ($1MM)

  • Under the guidance of management, assisting with new investment application budgets as approved by ITEs and project prioritization process

  • Identifying project issues and escalating them as appropriate after working with ITEs, Enterprise Architecture, and Supply/Vendor Management teams as necessary

  • Providing updated dashboard reporting on all requests to suppliers, and leadership including status

  • Develop and circulate reports detailing Enterprise/Strategic application solution delivery execution (quality, cost, benefits realization, milestones, and variances.)

  • Under the guidance of Management and in collaboration with Finance, implement, quarterly demand planning governance for managing and prioritizing Enterprise/Strategic IT investments and their budgets

  • Convenes structured work intake triage meeting with divisional stakeholders and BSS delivery teams. Provider guidance during BSS delivery update meetings.

  • Manage and continually enhance reporting around work intake and project delivery performance

The successful candidate for this position will have the following experiences and expertise:

  • Clear thinker who anticipates and develops strategies for anticipated future consequences and trends

  • Dedicated to meeting the expectations and requirements of internal and external customers

  • Develops innovative or creative applications solutions that work

  • Copes with change and works effectively without having the total picture

  • Knows how to organize people and activities into an efficient work flow

  • Solves difficult problems with effective solutions using rigorous logic and methods

  • Knowledgeable about current and possible future IT trends and technology

  • Quickly creates focus on the most important issues

  • Knowledgeable about how organizations work and know how to get things done both through formal channels and the informal network

  • Can marshal resources (people, funding, and support) to get things done

  • Resolves conflicts quickly and settles disputes equitably

  • Provides information people need to do their jobs effectively and to make best possible decisions

  • Pursues everything with energy, drive, and a will to finish

  • Constantly and consistently a top performer who can be counted on to exceed goals on a regular basis

  • Effective communicator and presenter in formal and informal settings

  • Possesses strong IT, planning, and financial knowledge and skills to do the job at a high level of accomplishment

  • Relates well to people at all levels both inside and outside of the organization

  • Highly self-motivated and directed

  • Team-oriented, collaborative environment leadership skills

  • Executive presence

  • Minimum of 5-7 years of relevant experience

  • Knowledge of pertinent statistical analysis and measurement techniques

  • Strong analytical ability MS Project Online, Excel, PowerPoint required

  • Track record of influencing, preparing and presenting key messages to stakeholders

  • Detailed knowledge of performance measures and the impact on organizational performance

  • Problem determination and root cause analysis expert

  • Strong organization and negotiation skills

Educational Requirements:

  • Bachelors degree in the field of computer science, engineering, or equivalent

Primary responsibilities of this position are related to the management of all application solutions delivered and utilized for all programs within the Client organization globally. Some of the specific responsibilities of this role include:

  • Understanding and communicating to suppliers near term (less than six months) demand forecast for application solution delivery services and for infrastructure programs

  • Dissemination of information to BRMs on new process updates

  • Portfolio level reporting on application solution delivery execution (quality, cost, milestones)

  • Monitoring compliance and utilization of project management process

  • Manage IT provider spend pool for enhancement requests

  • Provide leadership for annual portfolio planning and budgeting (i.e. annual PLAN)

  • Providing updated dashboard reporting on all requests to suppliers, and leadership including status

  • Develop and circulate reports detailing Enterprise/Strategic application solution delivery execution (quality, cost, benefits realization, milestones, and variances.)

  • Under the guidance of Management and in collaboration with Finance, implement, quarterly demand planning governance for managing and prioritizing Enterprise/Strategic IT investments and their budgets

  • Manage and continually enhance reporting around work authorization and project delivery performance

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call or email


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Corporate Back Office, Bss, DTS IT Service Manager

Abbott