Client Services Manager

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION:

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You'll also have access to:

• Career development with an international company where you can grow the career you dream of .
• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor's degree.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

Abbott is seeking a Client Services Manager in BSS Quality Regulatory and Engineering Solutions. Be part of a dynamic environment, delivering support for high value quality critical solutions to multiple Abbott business units globally.

What You'll Work On

• Provide support ownership of all business applications assigned to the CSM (45+).
• Provide on-going updates and set proper expectations with all levels including 3rd party vendors and outsourced managed service resources to maintain consistent and timely support.
• Acts as interface between Abbott and managed service provider.
• Work with all levels - BTS management, IT partners (Run support, P/B delivery, Infrastructure team, Database team, 3rd party vendors) and Compliance, Business/Divisions, Software Quality, Cybersecurity - to ensure the following:
  • Ensure production issues are addressed in timely basis based on urgency and criticality.
  • Monitor support trends and identify areas to improve support to provide the most ideal support as possible.
  • Identify areas to keep the systems running as smooth as possible, to maintain business continuity.
  • Confirm support scope vs project scope.
  • Ensure system compliance (processes, policy requirements).
  • Support and/or actively involved in the internal and external audits and pre-audits.
  • Support and/or actively involved in the RCAs and CAPAs.
  • Support projects as the IT Support Owner role.
  • Support and/or drive Tech-Debt.
  • Support and/or drive Security Vulnerability tied to the owned systems.
  • Support all BTS initiatives applicable for the owned systems.
  • Track/monitor/support system licenses and license requirements.
  • Work with BTS, business and IT partners for the Run support scope changes (RFC).
  • Support/participate in the system governance activity.

• Manage day-to-day relationship with service provider to ensure the effective delivery of outsourced services.
• Consolidates performance reporting and present to BTS RUN leadership regularly.
• Monitors the compliance of the service provider against Services Agreement Service Level Agreements (SLA) and metrics.
• Facilitate the processing of SOWs / PO for the initiation of Minor Enhancements to be implemented by the service provider.
• Makes recommendations to BTS RUN management regarding process improvements and best practices and drives implementation.
• Work with IT Delivery Owners and BRMs to ensure new projects are adequately transitioned to RUN.
• Oversee Business Continuity / Disaster Recovery testing as required.

Qualifications

Required:

• 7+ years IT managed services RUN support and running IT operations.
• Strong verbal and written communication, presentation skills with the ability to articulate complex ideas in easy-to-understand business terms to senior leaders.
• General knowledge of standard computing environments (Business Systems, Windows, Office communication, ERP, LAN/WAN, network and system security) to work with stakeholders.
• Proven negotiation and influencing skills. Strong collaboration and partnering skills.
• Problem determination (experience in root cause analysis) and problem resolution skills.
• Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action.
• Ability to manage support from multiple cross functional, global delivery teams.
• Experience/understanding of commercial standard processes (finance, controlling, purchasing, logistics) of a large organization.
• Project management experience (waterfall and agile).
• Bachelor's degree in Computer Science, Engineering, or related discipline -MBA Preferred.

Preferred:

• Experience with GxP software validation projects, process and methodologies.
• Experience with Complaints Handling and other Quality Management systems.
• Experience with Learning Management Systems

WHAT WE OFFER

At Abbott, you can have a good job that can grow into a great career. We offer:

A FAST-PACED WORK ENVIRONMENT where your safety is our priority (Include for Manufacturing roles only)

Production areas that are CLEAN, WELL-LIT AND TEMPERATURE CONTROLLED (Include for Manufacturing roles only)

TRAINING AND CAREER DEVELOPMENT, with onboarding programs for new employees and tuition assistance

FINANCIAL SECURITY through competitive compensation, incentives and retirement plans

HEALTH CARE AND WELL-BEING PROGRAMS including medical, dental, vision, wellness, and occupational health programs

PAID TIME OFF

401(K) retirement savings with a generous company match

THE STABILITY OF A COMPANY with a record of strong financial performance and history of being actively involved in local communities.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The salary for this role is between:

N/A

JOB FAMILY:

IT Business Relationship Management

DIVISION:

GIS Global Information Services

LOCATION:

United States > Waukegan : J46

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Not specified

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

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