IT Service Manager - Global Digital Engagement

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 35,000 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.

Organization Overview

At Lilly, we serve an extraordinary purpose. We make a difference for people around the globe by discovering, developing and delivering medicines that help them live longer, healthier, more active lives. Not only do we deliver breakthrough medications, but you also can count on us to develop creative solutions to support communities through philanthropy and volunteerism.

Consumers possess an increasingly digital attitude, and the majority expect real-time answers in their life. The need to engage in digital channels to connect and communicate with consumers is growing and becoming more sophisticated by the day. The digital engagement / consumer space is continuously evolving – new products in the marketplace, new platforms, changes to existing platforms, shifts in user loyalty, new data to report and new ways to interact with customers. Lilly recognizes the need to be present in Direct to consumer (DTC) marketing and also Disease state awareness through digital channels such as Social- Media (Facebook, LinkedIn, YouTube, Instagram, TikTok, WeChat, WhatsApp, Line etc.), Websites, Search Engine Marketing (SEM).  We strive to meet the needs of today’s consumers when and where they want to engage.

The Global Digital Engagement Service Manager manages the day-to-day service delivery of defined IT services provided by both internal and external service providers. The Service Manager is responsible for ensuring that our service delivery is optimized to provide the maximum value to our customers and increased predictability.

Primary Responsibilities and Activities:

• Facilitate Service Transition and Service Operations processes for the entirety of Global Digital Engagement, which includes EWI, Social, Search, Consumer Personalization, Tagging, and SCOUT

• Drive efficiencies by championing enhancements to service delivery processes through Continual Service Improvement

• Drive adoption of consistent support processes and measurement across the affiliate and act as a SME for team members and providers for ITIL processes

• Process Owner for one or more ITIL processes

• Deliver optimal support and ensure a high-level of customer satisfaction

• Collaborate effectively with our customers by developing strong relationships and developing an understanding of their priorities

• Drive customer focus across team by driving:

  • Account management related initiatives with business partner groups such as our System Owners and System Custodians to include minor enhancement prioritization and delivery

  • Impact assessments and prioritization of outages and issues

  • Defined and measurable (SMART) service metrics and holding external service providers accountable

  • Management of high impact issues

• 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 IDS areas and alignment to industry standards

• Ensure alignment to appropriate quality, compliance, and security standards

• Report to management and customers on progress/status of support services delivery

• General understanding of the underlining Lilly technology of the applications you provide service for

• Conducts problem review board and change control board

• Represents Operations in all SAFE ceremonies and demos

Basic Requirements:

• Bachelor of Science Degree in Information Technology-related field (or equivalent work experience)

• Minimum of 7 years of experience in IT solution delivery or operational support

• Demonstrable and recent experience in working according to ITIL service management processes

• Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for this employment position

Additional Skills

• Strong communication and reporting skills

• Proven troubleshooting skills

• Strong service delivery skills and relationship management skills.

• Customer Focus

• Teamwork / Collaboration

• Ability to manage risk

• Mature and self-motivated professional able to work in a fast-paced and constantly evolving environment.

• Key business process knowledge and experience in the Business Units

• Participation in complex IT projects, preferably global/regional in nature across cultures and time zones

• Adherence to IT policies and processes to ensure consistent quality of service.

• Passion for customer satisfaction and delivery of value to the business

• Ability to understand a sophisticated IT landscape and be able to understand impacts from both an IT but also business perspective

• Ability to articulate problems and solutions in a concise customer focused language (non-IT)

• Ability to communicate proactively, effectively and where necessary assertively with IT and business partners

• Good interpersonal and coordination skills

• Thorough understanding of Service Now problem/incident/change management process

• Ability to drive process and service improvements to gain efficiencies

Certifications:

The Service Manager should be familiar with the standards set forth by ITIL, Information Technology Infrastructure Library. Should the candidate not already have the Foundations certification, they will be expected to achieve within 6 months of taking the role.

ITIL Foundations / certification required ITIL Intermediate / certifications preferred Agile experience / certifications preferred

Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( Lilly_Recruiting_Compliance@lists.lilly.com ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. 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.

As a condition of employment with Eli Lilly and Company and its subsidiaries in the United States and Puerto Rico, you must be fully COVID-19 vaccinated and provide proof of vaccination satisfactory to the company (subject to applicable law). 

#WeAreLilly