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Latin America Service Mgmt Leader

Mexico City, Mexico

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Req ID R-36290 Title Latin America Service Mgmt Leader City Ciudad de Mexico State / Province Estado de México Country Mexico

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:

The Workforce Productivity Services (WPS) team serves to empower and support business operations through the many IT services and devices provided to the workforce.  The IT Service Desk within WPS, is responsible for providing first level IT support for the global workforce.  To manage the Service Desk Operations, there are four regional Lilly Service Desk Leads who oversee the day-to-day operations by managing Lilly’s supplier.   This role will be part of that global team.


Responsibilities:

The IT Service Desk provide provides Tier 1 support globally for all end-users empowering the workforce to be productive in their daily work.  Because Lilly IT support is an outsourced service, a significant part of this role involves supplier management.  The Desk Lead will be expected to manage issues, escalations and expedite requests from IT and Business Area representative and serve as the IT liaison between Lilly, Service Desk Supplier, and other IT Teams.  This role will also be responsible for managing the global feedback processes and monitoring agent quality metrics. This role will work in coordination with other Regional Desk Leads to drive a globally consistent approach to IT Support through Lilly’s IT Service Management (ITSM) Processes and best practices.  This position will also work in coordination with local, regional, and global IT teams to ensure end users IT needs are addressed. Service Improvement and transformation projects will also be a part of this role. To be successful, the Desk Lead must develop and build strong relationships across IT to ensure current and future IT Support needs are being met.  This position reports to the Associate Director IDS – IT Service Desk/Service Mgmt. 

  • Manage and oversee day-to-day IT Support Operations for assigned regional IT Service Desk through supplier management activities.
  • Manage regional escalations
  • Coordinate and collaborate with other regional IT Service Desk leads to ensure uniform and consistent application of Global IT Support Processes.
  • Evaluate and analyze Service Desk data to ensure supplier contractual compliance and drive service delivery and performance improvements.  Monitor and manage quality through regular service quality checks and reviews.
  • Optimize Service Desk processes to improve service delivery.
  • Drive continuous process improvements by focusing on opportunities that will improve the end user experience by simplifying how IT support is delivered through the “shift-left” strategy.   
  • Drive effective Organizational Change Management (OCM) for relevant services and projects.
  • Collaboration with broader Lilly IT to ensure Service Desk is properly represented and positioned to deliver IT Support. 
  • Engaged with Global IT Site Service Leaders as needed to drive improvement opportunities, share key service desk information, support OCM activities, and address process gaps.
  • Own and update the Global Service Desk Business Continuity Plan (BCP).
  • Serve as execution lead for key Service Desk projects and Lifecycle management activities.
  • Oversee the management and execution of the Global Feedback Process.
  • Monitor Agent Quality Metrics


Basic Requirements:

  • English - Fluent in speaking and writing
  • Bachelor’s degree or relevant work experience
  • 3+ Years of IT operations and service delivery experience
  • 3+ years in an IT Support Role
  • 3+ years of direct Service Now experience
  • 3+ years of supplier relationship management experience
  • ITIL Foundation Certification or higher


Additional Skills/Preferences:

  • Willingness to be on call as well as work off hours and weekends when required for critical issues (e.g., Major Outages).
  • Stronger interpersonal skills and ability to work and collaborate with a diverse global tream.
  • Ability to represent IT Support by managing Business/IT expectations through effective relationship management and by addressing Business/End-User complaints/escalations effectively.
  • Demonstrated learning agility with the ability to anticipate changes and react in order to keep pace with the ever-changing IT support/business needs.
  • Ability to work independently and across the IT Support Ecosphere to ensure a globally consistent end user support experience.
  • Firm understanding with User Experience focused on service delivery.  Possess a strong customer centric mindset with a focus on improving the IT Support Experience
  • Ability to accomplish results through others and specifically through Lilly’s supplier.
  • Ability to effectively collaboration with broader IT, and within the IT Support Team.
  • Fluent in English – Speaking and writing.
  • Ability to to share and communication complex ideas in business terms to end users and IT Leaders.
  • Demonstrated experience in organization change mgmt. and project management.


Travel 5-10%
Location: MX: Mexico City Calzada Tlalpan or Sao Paulo Brazil

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 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

To submit resume, visit https://www.lilly.com/careers and apply to Req ID R-36290.

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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