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.
The LUSA Service Manager Lead will oversee the IT services to ensure that all services are delivered in line with business objectives. This role involves responsibility of the end-to-end delivery of IT managed services, ensuring efficiency, continuous improvement and maintaining high levels of customer satisfaction.
Responsibilities:
- Be the service management expert partnering with key stakeholders, i.e., sponsors, customers, users, architects to develop and implement IT service management strategies, services, and processes in accordance with quality, compliance and security standards.
- Plan, prepare and organize service capabilities for new development activities, projects, releases, new applications.
- Act as a single point of contact for all IT-related issues and escalations within area. Own communication and engagement models with stakeholder teams.
- Ensure the IT service team adheres to ITIL practices and Lilly LQPs, and SOPs , i.e., incident, problem, and change. Serve as Incident and Problem manager
- Ensure standardization of local ITIL processes via creation and promotion of templates for standard services, i.e., Incidents, communication
- Own IT service catalogue ensuring it represents all services and that customers know offerings and where/how to request services
- Maintain continual service improvement capability.
- Regularly evaluate services and processes for efficiency improvements.
- Ensure timely transition of assets from development to maintenance is done with defined KPIs, defined support model and team, defined cost-effective services, defined feedback loop
- Provide oversight for IT service vendors and manage vendor relationships ensuring adherence to contract (KPIs, SLAs, quality) and supplier management documentation.
- Ensure periodic service reviews take place to monitor and evaluate service performance to drive improvement.
- Ensure timely and accurate maintenance of assets within CMDB including accountability for any CMDB audit tasks.
- Collaborate in Service Management and Local Configuration Management forums to stay informed and plan locally for upcoming changes, share knowledge on standard methodologies and ensure consistency across areas and alignment to industry standards
Qualifications:
- Bachelor's degree in computer science, Information Technology, or a related field.
- ITIL v4 certification, required
- Minimum 5 years of experience in IT, IT service management or a similar role.
- Proficiency in IT Service management software (Service Now)
- Proficiency in a software to do Data Analytics (ex. Power BI)
- SAFe Agilist certification and Veeva Vault preferred
Skills:
- Demonstrated understanding and application of ITIL v4 framework
- Strong leadership, decision-making and analytic skills.
- Excellent communication and interpersonal skills.
- Ability to manage multiple tasks and projects simultaneously.
- Proactive, assertive, strategic, self-motivated, autonomous, organized and detail oriented.
- Ability to lead and manage people.
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.
#WeAreLilly
