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.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location.  The anticipated wage for this position is

$154,500 - $226,600

About the Team:

The Global Service Management Platform Senior Director is responsible for leading the Global Service Management Platform team in Tech at Lilly. This strategic leader is responsible for the vision, governance, and operational excellence of the enterprise IT Service Management (ITSM) platform. 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 Global Service Management Platform 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 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.

Global Service Management Platform Leadership

Transform: Create and deliver 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 at Lilly to learn and anticipate business trends. Collaborate and investigate to understand business needs Influence strategy: Partner with stakeholders on strategic recommendations to bring in new technologies, maximize the value of current assets, and move away from others. Influence program priorities based on business need and value gain for Lilly business outcomes.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 at 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.

Your Basic Qualifications:

A bachelor's degree in an IT subject area (computer science, information systems, etc.)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 global/diverse teams and large-scale ITSM transformations.Strong knowledge of ITIL frameworks, service operations, and process improvement methodologies.

What You Should Bring:

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 methodologiesDemonstrated leadership, influence, communication, presentation, and facilitation skills.Demonstrated strong partnership skills and influence with business partners inside business unit context.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 LillyDeep 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.

Open to consider other Lilly Work Locations

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 is an EEO/Affirmative Action Employer and 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.

Our employee resource groups (ERGs) offer strong support networks for their members and help our company develop talented individuals for future leadership roles. Our current groups include: Africa, Middle East, Central Asia Network, African American Network, Chinese Culture Network, Early Career Professionals, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinos at Lilly, PRIDE (LGBTQ + Allies), Veterans Leadership Network, Women’s Network, Working and Living with Disabilities. Learn more about all of our groups.

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

#WeAreLilly