Director, Software Services

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 114,000 colleagues serve people in more than 160 countries.

About Abbott

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.

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’ll also have access to:

• Career development with an international company where you can grow the career you dream of.

• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO

• An excellent retirement savings plan with high employer contribution

• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.

• 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

The position of Director, Software Services is a senior leadership role within our Informatics business and is based out of our Charlottesville, VA, Chicago-Downtown, IL, or Lake Forest, IL office, reporting to the General Manager. Our diagnostic solutions are used in hospitals, laboratories and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

Abbott Informatics is seeking an experienced Director, Software Services with deep expertise in software implementation and integrations and a strong background in professional services. This leader will be responsible for driving the successful implementation, deployment and support of our software solutions, ensuring seamless adoption, and optimizing implementation strategies for our clients in the healthcare space.

As a senior leader in the organization, you will develop and execute implementation methodologies, lead a team of project managers, implementation trainers, integration and interface consultants, customer support/success resources and collaborate cross-functionally to enhance our customer experience. Your expertise will be crucial in ensuring a smooth transition for clients adopting our Informatics platforms.

In addition to leading a team, this role will be responsible for developing and executing strategies that align with key business objectives. The Director, Software Services will play a critical role in ensuring client satisfaction, operational efficiency, and stakeholder alignment, while proactively identifying opportunities to enhance value delivery. This role will also provide high-level status updates and insights to both clients and senior leadership, ensuring transparency and continuous improvement in implementation processes.

What You’ll Work On

• Oversees implementation, testing, technical services, deployment; technical and workflow guidance; and serves as a subject matter expert for the integration of Abbott solutions into healthcare workflows and technology stack.

• Ensure integration and interoperability of Abbott Informatics platforms across hospitals, physician practices and partner networks to support seamless data sharing and clinical workflows.

• Drive consistency and excellence in execution across implementation and services projects, including customer kickoff, solution delivery, and handoffs from Sales to Services and Customer Success and Account Management.

• Operationalize and continuously improve our implementation framework and methodology, ensuring high-quality delivery and consistency.

• Develop and manage professional service offerings that meet high-touch customer needs

• Serve as a senior escalation point for complex implementation scenarios

• Champion the voice of the customer in internal conversations

• Execute against a defined services framework, with opportunities to recommend enhancements based on delivery insights, understanding of customer needs, and business strategy.

• Identify patterns across engagements to improve delivery processes, onboarding timelines, and team efficiency.

• Collaborate with internal stakeholders to contribute feedback that enhances product adoption, integration support, and onboarding readiness

• Monitor implementation KPIs and support reporting on team performance, delivery outcomes, and customer relationship health

• Build trusted relationships with customers and cross-functional leaders.

• Foster a strong team culture rooted in problem-solving, ownership, growth mindset, and empathy.

• Ensure compliance with all relevant laws, regulations, and internal policies.

Critical Success Indicators

• Demonstrated success leading multi-disciplinary teams across operations and services.

• Proven ability to manage large-scale integration and implementation projects.

• Strong customer orientation and ability to build trusted relationships.

• Experience developing and scaling professional services and customer success frameworks.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.

• 10+ years of experience in enterprise SaaS delivery, consulting, or implementation leadership

• Experience in HealthTech or MedTech industries.

• Strong leadership, communication, and decision-making skills.

• Experience in budget management and financial analysis.

Preferred:

• Master’s degree in a related field.

• Experience with EHR systems such as Epic, Cerner, Meditech.

• Familiarity with Healthcare Interoperability Standards (e.g., HL7, FHIR).

• Professional certifications (e.g., PMP, Six Sigma) are a plus.

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:

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.

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The base pay for this position is $147,300.00 – $294,700.00. In specific locations, the pay range may vary from the range posted.