Lilly Consultant-IT in Indianapolis, Indiana



  • Develop & drive the Service Management technical & service strategy, specifically as it relates to the foundational platform elements and the ability to address or improve the ability to provide a positive user experience

  • Lead the strategic positioning of ServiceNow platform as a service strategy while influencing other IT areas in using ServiceNow capabilities

  • Tier IV support of the ServiceNow tool, including integrations and high severity incidents and problems

  • Collaborate with both internal and external Service Management partners providing consulting and assistance

  • Align with SM Data Architect to plan the development of new solutions in ServiceNow

  • Understand & align with Lilly Enterprise Architecture standards

  • Lead Service Management architecture and technical review meetings to align proposed changes with the approved strategy and prioritization

  • Mentor / coach the Service Management team in technical possibilities and ongoing service releases and improvements

  • Lead the Service Management Ops team in testing and development for annual system release

  • Identify service and process improvement opportunities, working with the ops team and vendor partners to successfully implement

  • Rapid uptake of Lilly ServiceNow foundational strategy

  • Provide oversight of system related risk mitigation, privacy controls, and quality requirements

  • Understand work you're doing in scope of the vendor contracts to provide oversight of the outsourced support staff

Req ID:


Additional Skills/Preferences:

  • Preferred: ServiceNow system administration training and experience

  • Required:

  • IT service strategy creation & implementation and technical curiosity and work towards improving a service

  • A high level of learning agility to keep up with ever-changing business needs,

  • architecture changes, vendor/supplier offerings and service changes; Ability to work in a dynamic, agile environment where needs and priorities can change with tight deadlines

  • Ability to find creative solutions when faced with limited options, strong problem solving skills; Experience translating complex, ambiguous concepts into actionable plans

  • Ability to accomplish results through others, particularly by establishing relationships,

  • effective controls and monitoring processes

  • Strong verbal and written communication skills with the ability to clearly communicate ideas and direction to management, architects, and the support staff

  • Functional knowledge of IT infrastructure

  • Knowledge of Service Management business environment, culture and requirements

  • Applied knowledge of ITIL v3

  • Collaborating, partnering, and mentoring / influencing skills within the team and across functional IT areas.

Additional Information:

  • 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.

  • Position is located at LCC. Must be willing to (at times) work extended hours, weekends, andparticipate in evening meetings given global nature of work.


Service Delivery Lead

Job Category:

Information Technology

Basic Qualifications:

  • Bachelors Degree

  • ITIL v3 Foundation Certification

  • 5+ years of experience in Service Management

  • 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

Company Overview:

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 39,000 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.





State / Province:



North America