Director – India Service Management Platform and Operations Lead

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

About the Team:

The India Service Management Platform and Operations Lead is responsible for leading the India Service Management Platform and Operations team in India. This strategic leader shares responsibility for the vision, governance, and operational excellence of the enterprise IT Service Management (ITSM) office and platform with their global counterparts. This role oversees the development, implementation, and optimization of the ServiceNow platform to enhance service delivery, automation, and efficiency across the organization.

The ideal candidate will lead key program initiatives, driving related service management processes, while ensuring alignment with business goals, industry best practices, and emerging technologies, like AI and Automation. They will collaborate with cross-functional teams, lead innovation efforts, and manage vendor relationships to optimize platform performance and scalability. Additionally, they will have a strong background in Service Management, the ServiceNow Platform, leading high performing global teams, and a proven track record of managing large-scale service delivery. These skills will enable improved user efficiency and experience and help support the broader Company purpose of making life better for people around the world.

What you’ll be doing:

As the leader of the India Service Management Platform and Operations Team, you’ll be operating as a highly effective People, Transformation, and Relationship Leader. You will have the desire and proven ability to cut through ambiguity and re-imagine how services should be established and managed to ensure the highest levels of efficiency.

You will be a respected and robust partner who feels obligated to focus on enterprise value-based outcomes – one that can establish new enterprise capabilities through engagement with cross functional partners and vendors whilst minimizing technical dept.

Key Responsibilities:

Global Service Management Platform Leadership

• Lead a DevOps team focused on the ongoing development and support of the ServiceNow platform

• Transform: Partner to deliver on a transformational strategy and roadmap to enable the organization to drive and respond to the exponentially changing technology landscape (e.g. automation and AI).
• Partner: Build effective partnerships across the enterprise and champion continual collaboration across Tech@Lilly to learn and anticipate business trends. Collaborate and investigate to understand business needs
• Lead implementations: Drive key program initiatives and technology roadmaps. Lead compliant/secure tech implementation. Influence/direct automation toolset implementations to be aligned with strategic roadmap and standards.
• Drive and enable adoption: Maximize value derived from toolset by increasing knowledge across Tech@Lilly of capabilities and how to maximize the services and technologies.
• Platform Management and Optimization: Oversee the design, implementation, and evolution of the ITSM platform, ensuring stability, security, and scalability.
• Leverage Emerging Tech: Drive automation and self-service initiatives to enhance operational efficiency and user experience. Ensure the effective integration of ITSM tools with other enterprise platforms. Stay ahead of industry trends and emerging technologies to enhance service management capabilities.

Service Management Office Leadership

• Lead a team of ITSM process experts to mature global service management processes and drive adherence and visibility into process execution
• Partner closely with teams responsible for executing service transition Accountable for excellence in service management processes, technology choices, talent development, and service robustness, resilience, value, and quality.
• Own the identification and tracking of critical success metrics
• Provide transformation leadership and mentorship on service capabilities, technology, and Agile development methodologies.

• Partner with Tech@Lilly, Cyber, Quality, Procurement, and other partner organizations to ensure high Shared Consciousness in transformation roadmaps

Other responsibilities

• Partner with cross functional group of architects, technologists, and service area leadership to establish and execute against an ongoing engineering excellence program focusing on continuous improvement
• Demonstrate the ability to drive, lead others and influence others outside of their sphere of influence.
• Manage a team - responsible for staff performance evaluations and management (e.g., disciplinary); training and development; and have authority to hire.
• Act as a member of the LCCI T@L Lead Team to ensure governance, process and compliance consistency across the various LCCI T@L service areas.
• Provide coaching and mentorship to others within the function to enhance the team’s ongoing technical development and understanding of technologies, services, quality and security compliance standards, and methodologies.
• Identify and hire talent to foster innovation and excellence
• Proven experience in assessing business value, risk mitigation, cost optimization and return on investment.
• Deliver results based upon annual goals, department goals and management requests.
• Develop department budget, performance standards, and schedules.
• Establish operating policies and procedures.
• Implement initiatives for continuous improvement and ideas for positive disruption

Basic Qualifications:

• A bachelor's degree in an IT subject area (computer science, information systems, etc.) or equivalent experience.
• 10+ years of experience in IT service management, with a strong focus on ITSM platforms (e.g., ServiceNow, BMC Remedy, Cherwell)
• Proven leadership experience managing or working on global/diverse teams
• Strong knowledge of ITIL frameworks, service operations, and process improvement methodologies.
• Demonstrated leadership, influence, communication, presentation, and facilitation skills.
• Demonstrated strong partnership skills and influence with business partners inside business unit context.
• Demonstrated influence and communication skills across all levels of IT.
• Strong organizational and communication skills with multiple examples of being able to convey complex ideas and thoughts in manners that resulted in definitive directions and results.
• Strong negotiation skills.
• Deep knowledge of financial and procurement processes at Lilly
• Deep vendor management experience.
• Proactive, demonstrated ability to challenge the status quo and strong ability to drive peers and above to timely decisions.
• A high level of intellectual curiosity, external perspective, technical aptitude and innovation interest.
• Demonstrated experience in service transformation with a focus on people, process, and technology.
• Experienced in delivering and sustaining solutions throughout software development lifecycle: design, engineering, construct, testing, deployment, and support of software solutions, platforms, services, and capabilities.
• Demonstrated ownership of sustainable capabilities and services within the budget, timeline, and scope constraints.
• Demonstrated business and technical acumen through interactions with key business and IT leadership.

Additional Skills / Preferences:

• Master’s degree in IT subject area (computer science, information systems, etc.).
• ServiceNow Certified System Administrator (CSA) or equivalent ITSM platform certifications
• Experience with Agile and DevOps methodologies

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

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