Regional Infrastructure Services Head

Primary Job Function

Summary

• Directs, manages, plans and administers the operational and administrative activities of infrastructure operations across countries in Asia Pacific region.
• Has team located at multiple sites in multiple countries.
• Direct responsibility includes day-to-day support of IT team members, support tasks and issues.
• Manages Managed Service supplier performance for area of responsibility.
• Maintains personnel budget responsibility and HR responsibilities for direct team members.

Core Job Responsibilities - Systems Management

System Administration

• Responsible for level 2 operational support of complex data network technologies, computing platforms, collaboration/messaging platforms.
• Oversees the execution of global processes, tools and platforms.
• Responsible for region-wide support organizations (Center of Excellence).
• Ensures direct organization is part of Global Support Model.

System Implementation

• Ensures the execution of installation, testing procedures of enterprise-wide systems for complex voice/data network technologies, computing platforms, collaboration/messaging platforms and/or business applications.

System Analysis and Design

• Ensures the documentation for the analysis and design of infrastructure (data network technologies, computing platforms, collaboration/messaging platforms, etc.) supporting enterprise, common, shared and divisional applications is completed.
• This includes hardware, operating systems and/or infrastructure software (system utilities, security tools, monitoring tools, tuning tools, etc.) for both new and existing systems.

System Disaster Recovery

• Responsible to develop and update data center recovery plans for the area of responsibility and to assist with development of System recovery strategies and plans.
• Responsible to ensure correct data backup execution.
• Coordinates the execution of disaster recovery tests with divisions, BTS and Managed Service provider contacts.

System Security

• Responsible for the implementation of security for complex voice/data network technologies, computing platforms, collaboration/messaging platforms and business applications based on provided procedures.

Service Management

Business Responsibility

• Provides service consulting, operational and business systems analysis support for IT infrastructure Services to support customer business requirements.

Design and Support

• Organizes, supports, and operates infrastructure services that are aligned with the standards for Abbott’s IT Strategy Platform; includes business case preparation and the development of communication and marketing plans.
• Actively challenges the GLOBAL INFRASTRUCTURE SERVICES organization to ensure standards and designs meet customer expectations.

Product Strategy

• Understands organization's vision, goals and strategies.
• Aligns department priorities appropriately, determines critical success factors, evaluates and pursues initiatives based on best fit with strategies.

Relationship Management

• Cultivates and maintains customer relationships, reinforced by regular communication on project status, issue management, service delivery and associated strategies.

Quality Management

Compliance

• Responsible for ensuring direct staff is trained, and properly follows procedures that comply with CRQS Policies, CIT/WIN SOP’s, Sarbanes-Oxley controls, FDA and GMP requirements.
• Sustains continuous improvement across the organization through the development, implementation and maintenance of process improvement programs.
• Responsible to monitor policy compliance with managed services providers.

Policy/Process/Procedure

• Oversees the execution of established business critical processes and procedures.

Supervisory/Management Responsibilities

Personnel Management

• Supervises up to 50 direct or indirect employees & contractor individual contributors who perform repetitive tasks per guidelines or procedures.
• Responsible for planning, organizing, and integrating the work of staff in order to achieve organizational and customer objectives.
• Responsible for all aspects of people leadership; setting expectations, coaching, counseling, developing, evaluating, feedback, hiring, discipline and separations.
• Confronts and deals with employee/staff issues in a constructive and timely manner.

Supplier Management

• Responsible for day to day management of Managed Service supplier.
• Responsible to coordinate and oversee activities executed by the Managed Service provider.
• Responsible to track escalations with suppliers and follow up on resolution and correction plans.

Performance Excellence

• Responsible for all Performance Excellence activities for direct reports, including goal development, performance assessments and growth plans.

Service Responsibility

• Oversees operations tasks performed by other global infrastructure services lines of business, or divisional IT staff.
• Manages priority conflicts with peer global infrastructure services organization or divisional management.

Assistance of Other GIS Lines of Business

• Responsible to assign resources to support other global infrastructure services lines of business site operations in collaboration with the Regional Operations Manager and the Regional line of business manager.

Position Accountability/Scope

Scope of Responsibility

• Operates within well-defined expectations.
• Primary responsibilities are within the department. The area’s accountability has clear business implications and will have consequences on operating expenses, flexibility and adaptability to changes in the business climate for all Abbott divisions in one or multiple countries.
• Oversees operations tasks performed by other global infrastructure services lines of business, or Divisional IT staff.
• Manages priority conflicts with peer global infrastructure services organization or divisional management.
• Operations Responsibility for up to 100 Sites across 10 countries.

Leadership

• Leads organizational personnel management and development to match professional resources with business demands. This includes project sponsorship and the development and execution of division and corporate joint goals for both direct and indirect reports.
• This position directly impacts every Abbott division via their use of the global infrastructure services computing technologies.

Budgetary Impact

• Accountable for expense budgets up to USD 3 million.
• Negotiates, secures, oversees & ensures that resources are available to meet the daily operational demands of the area.
• Oversees and controls department budgets, project capital/RCE expenditures & ROI; develops, monitors and meets expense and recovery plans; continually looks for opportunities for cost reductions and cost avoidance.
• Prepares budgets for cost pools and manages to them. Continually seeks opportunities to reduce operational costs and track productivity initiatives via component consolidations, contract negotiations.
• Has comprehensive understanding of the company's expense management/financial practices and drives with global infrastructure services and site finance to resolve any financial issues.

Business Impact

• Multiple Countries and Division Users

Minimum Education / Experience

Education / Experience

• Bachelor’s degree in Computer Science, Engineering or equivalent.
• 10-20 years of overall experience including at least 4 years supervisory experience, with at least 2 years in complex management role.