Job Description:
The IT Manager oversees the team and related delivery activities for local systems. For non-local systems, this role collaborates with business units and IT to successfully deliver Abbott solutions and ensure value is achieved as anticipated from outsourced relationships.
This position performs various functions, including:
1. Managing a local PBR team of employees, with budget responsibility (site dependent)
2. Partnering with BRMs
3. Oversight of business requirements
4. Collaborating with enterprise strategy on domain direction
5. Leveraging key strengths from all project teams, Abbott and Provider alike
6. Manages and coordinates program level risks and issues
7. Leads decision making, planning, and execution of IT initiatives
8. Ensures delivery of Local IT Solutions
For local systems, this role leads all support-related activities, including:
1. Accountable for end-to-end support
2. Reports regularly on performance
3. Monitors service level infractions
4. Develops new Service Level Agreements (SLAs) and metrics, as needed
5. Works across stakeholders to gain agreement on new SLAs and/or metrics
6. Ensures that service levels are maintained and continually improved, minimizing any problems with day-to-day delivery of services
For non-local systems, this role has the following responsibilities:
1. BSS Run is accountable for end-to-end support
2. Coordinates with Business Solutions and Service (BSS) Run on support activities and critical incident communications
3. Harmoinizes and motivates team members
Minimum Education/Training Required:
1. Degree in IT and/or complimentary business degree and/or experience
2. At least 5-7 years of experience in IT, preferably in the healthcare industry
3. Prior management experience
4. Problem determination (experience in root cause analysis) and problem resolution skills
5. Strong collaboration and partnering skills
6. Strong verbal and written communication skills, able to articulate complex ideas in easy-to-understand business terms to senior leaders
7. Knowledge of business environment, service requirements, and culture
8. Process skills; an understanding of process costs, ability to work with Service Provider to ensure effective operations and agreed-upon service levels
9. Ability to accomplish results through others, particularly by establishing relationships
10. Ability to be firm but fair with regard to operational deliverables
This role executes local projects working through providers, manages in-queue requests (Work Intake) lifecycle, tracks status of requests, provides regular feedback on status to request initiator (BRM), obtains approval of all project-related deliverables, reviews corresponding project demand for solutions and projects across respective domain(s), escalates if provider is unable to meet demand, plans, executes, and evaluates work to time, cost, and quality targets, assesses and evaluates risk, communicates effectively, demonstrates leadership, facilitates collaboration between stakeholders with diverse objectives, understands relevance of own area of responsibility/specialism to the employing organization, takes client requirements into account when evaluating proposals, reviews and approves infrastructure and software-related project costs, and takes account of relevant legislation, compliance requirements, and industry regulations.