Process Manager for Incident and Major Incident

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.

Tech@Lilly Service Management Process Manager for Incident and Major Incident

Assist Tech@Lilly in becoming the most dynamic and effective Tech organization in the world.  As a Service Management Process Manager, you will manage critical processes required for world class operations. As a process manager you will be overseeing groups of analysts executing the process and providing critical advice/guidance for high production results. You will help to mature service capabilities by leveraging process insights and find novel ways to reduce operational burdens. If you enjoy bringing organizational skills to teams, training others to be successful, finding unique solutions to solve difficult problems and using emerging technology to optimize and simplify; this is the opportunity for you.

What You’ll Be Doing:

In this role, you will be responsible for overseeing, executing and optimizing Incident and Major Incident Management processes to ensure efficient delivery of IT services. You will partner with Global Service Management Process Owners for Incident and Major Incident Management to implement, monitor, measure, train and improve Incident and Major Incident management processes aligned with ITIL (Information Technology Infrastructure Library) frameworks. You will collaborate with stakeholders across IT and business units to maintain service quality, minimize service disruptions, and drive process execution excellence.

How You’ll Succeed:

• Process Management and Execution and Optimization: 

• Oversee the execution of Incident and Major Incident Management and ensure timely insights are provided to important stakeholders.  
• Manage operational activities of these processes when additional expertise is needed, or a critical activity is in progress
• Monitor Incident and Major Incident Management process performance and identify areas for improvement.  
• Ensure alignment of processes with ITIL best practices and organizational goals.  

• Governance and Compliance: 

• Enforce process standards, policies, and controls for Incident and Major Incident Management.  
• Ensure compliance with regulatory, security, and organizational requirements.  
• Audit processes periodically and recommend corrective actions as needed.  

• Collaboration and Stakeholder Engagement:  

• Partner with IT teams, business units, and vendors to facilitate process execution.  
• Communicate process changes and updates effectively across the organization.  
• Act as the primary point of contact for escalations and process-related issues for Incident and Major Incident Management.  

• Continuous Improvement:  

• Analyze process performance metrics, root causes of process execution issues, and trends.
• Participate in initiatives to automate and streamline processes using ITSM tools
• Foster a culture of continuous improvement within the IT organization.  

• Training and Knowledge Sharing:  

• Provide training and support to IT staff for Incident and Major Incident Management process and associated tools.  
• Develop knowledge management practices to ensure accurate and up-to-date documentation.  

• Reporting and Metrics: 

• Track and report Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) compliance for Incident and Major Incident Management.  
• Produce regular reports on process performance and service quality.  
• Present findings and recommendations to Global Process Owner and senior leadership  

What You Should Bring:

• Demonstrated Expertise in managing and improving ITSM processes.  
• Analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to manage multiple priorities
• Familiarity with Agile, DevOps, or Lean methodologies.  
• Strong project management skills

• Knowledge of service management industry best practices aligned to ITIL
• Ability to demonstrate and understand how to measure the process’s effectiveness and efficiency
• Ability to train and influence others to follow the process
• Ability to organize others to execute effectively
• Knowledge of how your process fits into a bigger picture (Service Management)
• Agility and flexibility to address diverse business problems
• Ability to work with various data sources and data types
• Self-management skills with a focus on results for prompt and accurate completion of challenging work

Basic Requirements: 

Bachelor’s degree in IT, Business, or a related field (or equivalent experience).  

3+ years of experience in IT Service Management or a related role 

Experience managing and/or leveraging ITSM tools such as ServiceNow, Jira, or BMC Remedy

Strong knowledge of ITIL v3/v4 frameworks (ITIL certification preferred).  

Additional Information:

• Travel Requirements: 5% or less
• Position location India, Hyderabad Office

Organization Overview

Lilly IT builds and maintains capabilities using cutting edge technologies like most prominent tech companies. What differentiates Lilly IT is that we redefine what’s possible through tech to advance our purpose – creating medicines that make life better for people around the world, like data driven drug discovery and connected clinical trials. We hire the best technology professionals from a variety of backgrounds, so they can bring an assortment of knowledge, skills, and diverse thinking to deliver innovative solutions in every area of our business.

The Global IT Service Management Office:  The Global IT Service Management Office leads the IT operational practices across the IT function. It seeks to deliver best-in-class IT services.   This team leverages process, advanced technology, analytics and people to enable operational transformations across the enterprise.

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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