IT Service Manager - Global Digital Engagement
Indianapolis, Indiana
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
To submit resume, visit https://www.lilly.com/careers and apply to Req ID R-36095.
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.
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