The Associate Service Consultant is accountable to improve the business/end user experience with a forward-looking mindset and spirit of continuous improvement. This includes delivering business value by maximizing financial investment and the sustainability of the application; Managing through the Managed Service Providers to quality outcomes; And ensuring alignment with cross-functional teams and external parties​.

Responsibilities

Operations Management

• Accountable for ensuring Service Transition processes are fully executed; approves readiness for support transition and serves as the escalation point for any delays. 
• Serves as the primary AbbVie contact and first-level escalation point for incidents and problems, including issues requiring coordination across multiple teams. 
• Assists with prioritization and escalation of system recovery issues with cross-functional, build, and infrastructure teams. 
• Performs daily reviews of prior-day ticket activity, including queue levels, processing efficiency, backlogs, aging, and incidents, and adjusts priorities as needed. 
• Manages demand and release change prioritization with product teams to minimize business impact and downtime. 
• Serves as IT subject matter expert within topics of SFMC, Veeva - Commercial Life sciences.

Governance and Compliance

• Primary point of accountability for fulfillment of Audit Artifact Service Requests. 
• Coordinates with internal compliance teams on audit-related requests and monitors MSP execution of audit processes and procedures. 
• Ensures timely and accurate delivery of external compliance-driven audit artifacts. 
• Reviews service provider performance trends and process improvement recommendations to identify opportunities for preventative maintenance and improved application performance. 
• Reviews ticket patterns and recommend improvements presented by the MSP. 
• Approves SLA exception breaches. 

Vendor and Service Management

• Reviews service provider SLAs and participate in action plans to address deviations and improvement opportunities. 
• Helps manage relationships with vendors to ensure strong service delivery for application maintenance and support activities. 
• Supports service provider performance reviews and evaluates service trends to ensure service quality and operational efficiency. 

Financial Management

• Supports Statement of Work (SOW) management, including review of scope, deliverables, service levels, and commercial terms. 
• Partners with procurement, finance, and vendor management teams to support contract renewals, amendments, and cost tracking. 
• Provides budgetary impact assessments for proposed changes, ensures transfer of budget where needed, and updates the portfolio tracker accordingly. 
• Monitor vendor spend, forecast alignment, and operational budgets to ensure services remain within approved financial parameters. 
• Reviews of invoices, purchase orders, and chargebacks as needed to support accurate financial governance and vendor payment validation. 
• Tracks financial commitments, recurring service costs, and operational expenses to support budgeting and forecasting. 
• Assists with financial analysis of service provider performance, including identification of cost optimization opportunities. 
• Ensures vendor obligations under SOWs are met and escalates any delivery or financial discrepancies.