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 109,000 colleagues serve people in more than 160 countries.
Our location in Lake County, IL currently has an opportunity for a Client Services Manager
What You'll do:
The role of the Client Services Manager is to ensure that value is achieved as anticipated from the outsourced relationships under management. 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
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
Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. Abbott is an Equal Opportunity Employer, committed to employee diversity.
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 109,000 colleagues serve people in more than 160 countries.