Associate Service Consultant (IT Service Operations Lead)

Responsibilities:
- Demand and release change prioritization; provide input/feedback into Change, Release and Deployment processes to minimize business impact and downtime.
- Monitor and approve change records for ATSS-owned changes; accountable for demand approval (right change/right change type, clear and complete scope/requirements).
- Provide budgetary impact for proposed changes; transfer budget and update portfolio tracker.
- Ensure Service Transition processes are fully executed; approve readiness for support transition; escalation point for delays; primary accountability for Audit Artifact Service Requests (coordinate with compliance team; monitor MSP audit execution; ensure timely delivery of audit artifacts).
- Govern application recertification as scheduled; provide audit results as needed.
- Evaluate/approve service provider performance trends and improvement recommendations; review ticket patterns; approve SLA exception breaches.
- Review service provider SLAs; participate in supplier action plans; manage vendor relationships for maintenance/support.
- Perform daily ticket reviews (queue levels, efficiency, backlogs, aging, incidents) and adjust priorities to keep operations within expected parameters; act as approver for SLA exceptions.
- Primary AbbVie point of contact and first escalation for Incidents and Problems; support prioritization/escalation for system recovery with cross-functional teams.

Qualifications (Required):
- Bachelor’s degree in IT/CS/Computer Engineering + 6 years; Master’s + 5; PhD + 0.
- Experience with application outsourcing terminology (Enhancements, ARC/RRC, Service Level Management, Vendor Management).
- Ability to interpret data/trends, solve complex problems, and present recommendations.
- Experience managing changes/change control processes.
- Experience executing complex IT processes; identify exceptions/process improvements.
- Continuous improvement and cost-reduction experience.
- Facilitation of cross-functional meetings; strong written and verbal communication.

Qualifications (Preferred):
- Master’s in Business Administration/CS/Computer Engineering; SDLC experience; platform/vertical knowledge (e.g., Oracle, pharma R&D/financial applications).
- ITIL (Incident/Problem, CIP, Cost Optimization, Demand and Release/Deployment); ITIL Foundation and Service Operations Intermediate certifications; OLA development.
- Ability to prioritize/multi-task, strong problem resolution, stakeholder influence, global multi-sourced service operations.