Director – India Service Management Platform and Operations Lead

JOB DESCRIPTION

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.

About the Team :

The India Service Management Platform and Operations Lead is responsible for leading the India Service Management Platform and Operations team in India. This strategic leader shares responsibility for the vision, governance, and operational excellence of the enterprise IT Service Management (ITSM) office and platform with their global counterparts. This role oversees the development, implementation, and optimization of the ServiceNow platform to enhance service delivery, automation, and efficiency across the organization.

The ideal candidate will lead key program initiatives, driving related service management processes, while ensuring alignment with business goals, industry best practices, and emerging technologies, like AI and Automation. They will collaborate with cross-functional teams, lead innovation efforts, and manage vendor relationships to optimize platform performance and scalability. Additionally, they will have a strong background in Service Management, the ServiceNow Platform, leading high performing global teams, and a proven track record of managing large-scale service delivery. These skills will enable improved user efficiency and experience and help support the broader Company purpose of making life better for people around the world.

What you’ll be doing :

As the leader of the India Service Management Platform and Operations Team, you’ll be operating as a highly effective People, Transformation, and Relationship Leader.  You will have the desire and proven ability to cut through ambiguity and re-imagine how services should be established and managed to ensure the highest levels of efficiency.

You will be a respected and robust partner who feels obligated to focus on enterprise value-based outcomes – one that can establish new enterprise capabilities through engagement with cross functional partners and vendors whilst minimizing technical dept.

Key Responsibilities :

Global Service Management Platform Leadership

• Lead a DevOps team focused on the ongoing development and support of the ServiceNow platform
• Transform : Partner to deliver on a transformational strategy and roadmap to enable the organization to drive and respond to the exponentially changing technology landscape (e.g. automation and AI).
• Partner :  Build effective partnerships across the enterprise and champion continual collaboration across Tech@Lilly to learn and anticipate business trends. Collaborate and investigate to understand business needs
• Lead implementations :  Drive key program initiatives and technology roadmaps. Lead compliant / secure tech implementation. Influence / direct automation toolset implementations to be aligned with strategic roadmap and standards.
• Drive and enable adoption :  Maximize value derived from toolset by increasing knowledge across Tech@Lilly of capabilities and how to maximize the services and technologies.
• Platform Management and Optimization :   Oversee the design, implementation, and evolution of the ITSM platform, ensuring stability, security, and scalability.
• Leverage Emerging Tech :   Drive automation and self-service initiatives to enhance operational efficiency and user experience.  Ensure the effective integration of ITSM tools with other enterprise platforms. Stay ahead of industry trends and emerging technologies to enhance service management capabilities.

Service Management Office Leadership

Other responsibilities

Basic Qualifications :

Additional Skills / Preferences :

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 (

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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