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Lilly IT -Service Manager in 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:

Global Shared Services (GSS) is at the very heart of Lilly’s aggressive transformation agenda. The Global Shared Services IT team is focused on delivering ever-increasing capabilities to the Global Business Units through core platforms that will deliver significant value for the company.


The GSS Service Manager is responsible for ensuring that our service delivery is optimized to provide the maximum value to our customers. This includes managing and monitoring key capabilities for Service Design, Service Transition, Service Operations and Continual Service Improvement. They will be responsible for building a sound service management structure around incident, problem and change management, as well as, day-to-day operations of these services. They will play a key role in the development of the long-term vision of our capabilities and services owning the vendor relationships. They will work closely with the System Owner, System Custodian, Technical Lead, Solution Architect and Management.

  • Facilitate Service Transition and Service Operations processes for GSS

  • Drive adoption of consistent support processes across GSS and act as an SME for the team members and providers (Change, Incident, problem, outage/availability management, request fulfilment, knowledge management).

  • Work collaboratively with partner IT organizations to deliver optimal support and ensure a high level of customer satisfaction

  • Champion enhancements to Service Delivery processes through Continual Service Improvement

  • Manage multiple vendor relationships and oversee the Vendor Governance process

  • Assess vendor delivery against defined targets and agreements and drive improvement initiatives

  • Collaborate effectively with business partners by developing strong relationships with key stakeholders 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 to include coordination of enhancements

  • Assessing impact and prioritization of outages and issues

  • Defining and tracking appropriate KPIs

  • Manage list of high impact issues and drive issue resolution

  • Adhere to corporate and GSS computer systems validation and privacy policies and procedures.

  • Collaborate with multiple compliance and quality groups to ensure an appropriate control of risk and delivery

  • Collaborate with Corporate Quality as needed regarding compliance issue resolution via the problem management process

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

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

  • Conducts problem review board, change control board, and vendor service review meetings.

Basic Requirements:

  • Bachelor’s degree

  • 3 years of work experience managing and delivery IT Systems

  • Prior experience working with ITIL processes (ITIL Expert certification preferred)

  • Previous experience partnering with supplier/partners

  • 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/Preferences:

  • Experience working in a business facing role with a track record of strong delivery

  • Understanding of SAFe framework

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

  • Ability to perform and create analytics on service performance data and create meaningful metrics reports

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

  • Strong analytical, problem solving and investigative skills

  • Ability to understand a complex 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 stakeholders

  • Good organizational and coordination skills

  • Thorough understanding of computer systems validation and ability to right-size validation based on risk​

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

Additional Information:

  • Travel: 0-10%

  • Shift information: Eastern Standard Time

  • Position location : Indianapolis, Indiana

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.

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. If you would like to request an accommodation for medical or religious reasons, you may do so at

At Lilly we strive to ensure our employees are part of a team that cares about them and our shared purpose of making life better for those around the world. How do we do this? We continue to look for ways to include, innovate, accelerate and deliver while maintaining integrity, excellence and respect for people.​ We hope that you seek to join us on our journey as we create medicine and deliver improved outcomes for patients across the globe!