Abbott Client Service Sr. Manager in Waukegan, Illinois

At Abbott, we're committed to helping you live your 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, 94,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve. Please note that candidates need to be eligible to work in the U.S. without Abbott sponsorship.

JOB DESCRIPTION:

Primary Job Function

The Client Services Sr. Manager is responsible for Plan/Build and Run activities related to all integration products at Abbott, including EDI, TIBCO, Informatica, MQ Series and Ipswitch. This is a critical role given our complex application environment and extensive use of EDI. This position is responsible for setting and executing the integration strategy at Abbott and managing the delivery of all integration projects, including application integration and B2B integration. The role is key to overseeing the managed services providers to ensure integration applications are operational per approved service level agreements. In addition, this role is responsible for the planning of upgrade projects to keep hardware and software current.

This is the most technical role of all the Client Service Manager roles and acts as a technical advisor for BSS Run with respect to lifecycle management, security and other initiatives within Abbott. This is a key position on the staff of the Sr. Director of Operations and Integrations and is responsible for ensuring the highest level of service availability and efficiency as benchmarked against industry standards and consistent with enterprise goals and constraints.

Core Job Responsibilities

Manage day-to-day relationship with Service Provider to ensure the effective delivery of outsourced services

Conduct regular service reviews; manage and audit Service Provider performance and productivity relative to Service Level Agreements

Establish metric/performance reporting; track Service Provider performance and ensure viability of service levels

Define and implement service level reporting for clients

Interface with Contract Manager and Finance Manager as needed to analyze Service Provider performance

Provides demand management and prioritization of work in alignment with the business and Service Provider response to demand

Monitors supplier compliance with Abbott policies, procedures, and quality requirements

Perform capacity and demand planning with Service Provider and Governance team – Forecast customer demand for all in-scope and new services. Coordinate services, projects, and plans within domain to ensure priorities are addressed appropriately

Ensure effective systems operations between the suppliers and Abbott RUN organization

Ensure Service Provider has Business Continuity/ Disaster recovery plans.

Create vision, clear direction and strategy for team.

Establish, manage and coach team to clear objectives and performance expectations.

Attract, motivate, develop and retain highly skills workforce.

Constantly monitor and improve team efficiency, effectiveness and impact.

Lead and enable enterprise-wide thinking in the team.

Create an environment that values employees and encourages cooperation, open communication and teamwork.

Serve as a role model by demonstrating a commitment to Abbott’s values, high performance standards, workplace diversity, and driving results.

Accountability

The position is accountable to ensure smooth operations of all integration processes at Abbott.

Accountable to deliver integration projects on time and on budget for all Abbott divisions.

Accountable for ensuring the integration strategy and products implemented deliver business value to all divisions at Abbott.

Qualifications

Bachelor’s degree in the field of computer science, engineering, or equivalent - MBA preferred

Knowledge of TIBCO and/or Enterprise Service Bus technology

Knowledge of B2B integration and EDI standards such as X12 and EDIFACT

Knowledge of middleware technology, including MQ Series and MQ FTE

Experience with integration design patterns

Experience with SAP integration

Background in application architecture

Demonstrated ability to lead development teams

Experience managing suppliers and running IT operations

Problem determination (experience in root cause analysis) and problem resolution skills

Project management experience on large programs

Ability to accomplish results through others, particularly by establishing relationships, effective controls and monitoring processes

Proven negotiation and influencing skills

Strong collaboration and partnering skills

Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders

Knowledge of business environment, service requirements and culture

Process skills; an understanding of process costs, ability to work with Service Provider to ensure effective operations and agreed upon service levels

Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action

Experience of indirect management – managing by influence as opposed to positional authority

Minimum Education:

Bachelor’s degree in the field of computer science, engineering, or equivalent - MBA preferred

5-7 years’ relevant work experience

Minimum Experience / Training Required:

Experience managing suppliers and running IT operations

Problem determination (experience in root cause analysis) and problem resolution skills

Project management experience

Ability to accomplish results through others, particularly by establishing relationships, effective controls and

monitoring processes

Proven negotiation and influencing skills

Strong collaboration and partnering skills

Strong verbal and written communication skills with the ability to articulate complex ideas in easy to

understand business terms to senior leaders

Knowledge of business environment, service requirements and culture

Process skills; an understanding of process costs, ability to work with Service Provider to ensure effective

operations and agreed upon service levels

Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence

appropriate courses of action

Experience of indirect management – managing by influence as opposed to positional authority

Ability to be firm but fair with regard to operational deliverables

JOB FAMILY:

IT Business Relationship Management

DIVISION:

GIS Global Information Services

LOCATION:

United States > Waukegan : J46 Floor-2

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Yes, 5 % of the Time

MEDICAL SURVEILLANCE:

No

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf

Abbott is about the power of health. For more than 125 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 150 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health.

The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges.

We invite you to explore opportunities at Abbott , to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

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