Job Description

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 113,000 colleagues serve people in more than 160 countries.

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

The role of the Client Services Manager is to ensure that value is achieved as anticipated from the outsourced relationships under management. In particular, fosters Managed Services alignment by understanding and explaining interdependencies between Abbott and the Providers, so that everyone understands how they impact each other’s work and overall Managed Services results.

Additionally, markets change to internal clients when appropriate, using fact-based examples of successes.  Fields questions with a positive, constructive approach, along with the ability to be empathetic through the change process, yet counters people’s resistance to change.  Proposes win / win solutions, and influences and motivates others to agree to solution, vision, objective, proposal, etc.  Collects and provides detailed service level results and lessons learned for use by others.  Monitors service level infractions and proposes new SLAs and metrics as needed.  These actions ensure that service levels for outsourced services / functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Service Provider are minimized. This position oversees planning and forecasting of service consumption for a set of specific applications, and related quality of service and customer satisfaction. 

Harmonizes and motivates team members who may be at different locations; as well, works to partner across various teams and providers. 

Uses appropriate quantitative analysis techniques to determine probability of risk occurrence. Comprehends external factors that could become project risks. Compares and contrasts sourcing risks in order to optimize capabilities and service offerings

WHAT YOU’LL WORK ON

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

Assists with the preparation and monitoring of corresponding IT budgets

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

POSITION ACCOUNTABILITY / SCOPE

As operational problems occur, reviews Service Provider recovery and permanent fix plans include Root Cause Analysis and actions

Is the contact for day-to-day communications between Service Provider and the specific Tower/Domain

Ensures an in-house process is maintained for handling of high severity and stagnant issues/events in both the supplier and the retained environments

Educates Service Provider on program/product/operational details, including the development and implementation of Service Provider processing schedules and coordination of data flow ensuring timely transmittal to Service Provider

Develops and distributes written communications as needed to service providers, BRMs, and other stakeholders

Reviews and monitors Service Provider problems, change management processes, and escalation procedures

Manages operational change management: reviews change requests, facilitates change meetings, applies change approvals, administers change freezes, performs change management reporting
Measure, monitor and manage client satisfaction and provide remediation

In conjunction with Service Provider, designs and administers customer surveys and other feedback processes

As operational problems occur, reviews Service Provider recovery and permanent fix plans
Ensure Service Provider has Business Continuity/ Disaster recovery plans.

Participates in testing of plans as necessary and monitor results of business continuity testing.

Consults on the definition and execution of the Service Provider’s Disaster Recovery Plan to ensure business continuity

Provide direction and leadership in developing the Client business processes that ensure contractual compliance.

REQUIRED QUALIFICATIONS:

MINIMUM EDUCATION

Bachelor’s degree in the field of computer science, engineering, or equivalent work experience

MINIMUM EXPERIENCE / TRAINING REQUIRED

12+ years relevant IT work experience in Data Warehousing, ETL and/or Business Intelligence

Knowledge of ETL tools in general and Informatica specifically desirable

Knowledge of Cognos Business Intelligence, Power BI, and/or QlikView desirable

Commitment to develop a culture that is process oriented, relying on documentation to standardize practices

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