GSD IS Operations Manager

JOB DESCRIPTION:

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Our rapid diagnostics solutions are helping address some of the world’s greatest healthcare challenges.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

As the GSD IS Operations Manager, you will provide global leadership, governance, and strategic direction for Global Service Desk and Managed Print Services (MPS) operations. This role is responsible for leading day-to-day delivery of end-user support services, ensuring achievement of service levels, customer satisfaction, and operational performance targets across all regions while driving operational excellence and digital workplace transformation initiatives.

What You'll Do

• Provide global leadership, governance, and strategic direction for Global Service Desk and Managed Print Services (MPS) operations.
• Lead day-to-day delivery of end-user support services, ensuring achievement of service levels, customer satisfaction, and operational performance targets across all regions.
• Manage and oversee the Manila Global Service Desk delivery center, including workforce planning, employee development, performance management, and operational governance.
• Lead, coach, and develop internal IT support teams and leaders, fostering a high-performance culture focused on service excellence and continuous improvement.
• Govern global Managed Print Services, including vendor performance management, contract compliance, service optimization, and cost control initiatives.
• Establish, monitor, and continuously improve service management processes, operational standards, and ITIL-based best practices to drive consistency and operational efficiency.
• Define and manage KPIs, SLAs, service reporting, and performance dashboards to ensure transparency, accountability, and informed decision-making.
• Manage relationships with external service providers, including service reviews, escalation management, risk mitigation, and continuous service improvement initiatives.
• Lead operational excellence, automation, and digital workplace transformation initiatives that enhance user experience, modernize service delivery, and improve productivity.
• Partner with global IT leadership, regional technology teams, and business stakeholders to align support services with business priorities, technology strategies, and organizational objectives.
• Lead and oversee global Service Desk operations, ensuring achievement of service levels, operational performance targets, and customer satisfaction objectives.
• Serve as the primary operational owner for Global Service Desk and MPS services, maintaining accountability for service performance, escalations, and continuous improvement efforts.
• Direct on-call support capabilities and operational readiness for 24x7 support of business-critical incidents, including manufacturing and production-impacting outages.
• Drive process standardization, operational excellence, automation, and continuous improvement initiatives through adoption of ITIL best practices and service management disciplines.
• Contribute to global IT strategy and digital workplace transformation initiatives by improving support models, enhancing user experience, and modernizing service delivery capabilities.
• Build and maintain strong partnerships with business leaders, regional IT teams, and global stakeholders to align support services with business priorities and organizational objectives.
• Establish governance frameworks, operational standards, and global support processes to ensure consistent service delivery across regions and support organizations.
• Drive alignment across multiple teams, vendors, regions, and service delivery functions while balancing service quality, operational efficiency, risk mitigation, and cost management.
• Role should work US hours.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field required; Master’s degree preferred.
• Minimum 12+ years of progressive experience in IT Operations, End User Services, Service Management, or IT Service Delivery environments.
• At least 7+ years of leadership experience managing global, geographically dispersed IT support organizations and service delivery teams.
• Proven experience leading Global Service Desk, End User Services, or Digital Workplace support functions in a complex enterprise environment.
• Extensive experience in IT Service Management (ITSM) environments utilizing ITIL-based processes, governance, and service improvement methodologies.
• Strong background in Service Desk operations, end-user support models, customer experience management, and operational performance management.
• Experience leading internal teams as well as managing outsourced and managed service providers, including vendor governance, contract management, and service performance oversight.
• Demonstrated experience managing global support operations across multiple regions, cultures, and time zones.
• ITIL v4 certification preferred; Lean Six Sigma, PMP, Agile, or related certifications are advantageous.
• Experience with enterprise service management platforms such as ServiceNow.
• Strong vendor management, contract governance, and supplier performance management experience.
• Experience with operational budgeting, workforce planning, resource allocation, and cost optimization initiatives.
• Leadership, stakeholder management, communication, and influencing skills, with the ability to effectively partner with senior IT and business leaders globally.
• Strong leadership and people development skills, with experience leading global, geographically dispersed teams and support organizations.
• Ability to balance strategic priorities with operational execution in a complex global environment.
• Expertise in IT Service Management (ITSM), service delivery, governance, and operational performance management.
• Excellent communication and relationship-building skills across cultures, regions, and organizational levels.
• Strong analytical and decision-making skills, with the ability to interpret KPIs, identify trends, and drive data-driven improvements.
• Ability to lead through ambiguity and solve complex operational challenges with effective, scalable solutions.
• Strong focus on continuous improvement, process standardization, automation, and service excellence.
• Financial and business acumen with experience managing operational budgets, cost optimization initiatives, and resource planning.

Location

This position is based in the Philippines.

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

IT Operations

DIVISION:

BTS Business Technology Services

LOCATION:

Philippines > Taguig City : Five/Neo Building

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Not specified

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)