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. Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is $124,500 - $182,600 Assist Technology at Lilly in becoming the most dynamic and effective Tech organization in the world. As a Service Management Process Owner, you will manage critical processes required for world class operations. You will lead a team responsible for maturing service capabilities by leveraging process insights and finding novel ways to reduce operational burdens. If you enjoy bringing leadership, influence, and organizational skills to teams, training others to be successful, finding unique solutions to solve difficult problems and using emerging technology to optimize and simplify; this is the opportunity for you. **What You’ll Be Doing:** In this role as Service Management Process Owner for Incident and Major Incident management, you will be responsible for the overall governance, design, training and continuous improvement of this process. You will be the accountable authority for the assigned processes and ensure alignment with organizational goals and ITIL best practices. You will lead a team of process managers and collaborate with stakeholders across IT and business units to drive process excellence, maintain service quality, and enhance operational efficiency **How You’ll Succeed:** **Ownership and Accountability:** + Act as the primary owner and authority for the assigned Incident process + Define process objectives, policies, and standards to align with business and IT strategies. + Ensure process compliance and address non-conformance through corrective actions. **Process Design and Implementation:** + Develop and maintain Incident process workflows, roles and responsibilities. + Collaborate with stakeholders to design processes that meet business needs. + Drive the implementation of ITSM tools and automation to support process efficiency. **Governance and Continuous Improvement:** + Define, monitor and analyze process performance using Key Performance Indicators (KPIs) to drive data driven business cases. + Identify areas for improvement and lead initiatives to enhance process effectiveness. + Develop Business cases for improvements + Ensure the process and tools evolve to meet changing organizational requirements and industry trends. **Collaboration and Stakeholder Engagement:** + Partner with Incident Process Managers, IT teams, and business leaders to ensure effective process execution. + Provide guidance and support to incident analysts, resolving escalations as needed. + Communicate process changes, updates, and outcomes to relevant stakeholders. **Training and Knowledge Management:** + Develop and deliver training materials to educate staff on incident workflows, tools and process value. + Maintain up-to-date process documentation, including policies, procedures, and workflows. + Promote a culture of process adherence and continuous learning. **Reporting and Insights:** + Define and measure process success metrics + Prepare regular reports on Incident process performance and improvement initiatives. + Present insights and recommendations to senior leadership, especially issue trends and area needing improvement. **What You Should Bring:** + Exceptional problem-solving and analytical skills. + Proven track record in managing or owning ITSM processes + Strong communication and collaboration abilities to engage with diverse stakeholders. + Familiarity with Agile, DevOps, or Lean methodologies + Strategic and customer-focused mindset. + Strong organizational and prioritization skills. + Ability to influence and lead cross-functional teams. + Proficiency in data analysis and performance reporting + Experience with defining, monitoring and improving global/enterprise processes + Knowledge of service management industry best practices + Previous experience with service ownership and/or leadership in the execution of this process with demonstratable impact + Ability to demonstrate and understand how to effectively measure the process effectiveness and efficiency + Ability to train and influence others to follow the process + Skills and experience with leading a team + Experience with and skilled in Organizational Change Management + Knowledge of how your process fits into a bigger picture (Service Management) + Agility and flexibility to address diverse business problems + Ability to work with various data sources and data types + Self-management skills with a focus on results for prompt and accurate completion of challenging work + Experience in IT Operations, Service Delivery, or IT Governance. + Strong project management skills (PMP or similar certification is a plus). + Proven ability to lead process improvement initiatives and manage change effectively. **Basic Requirements:** + Bachelor’s degree in IT, Business Administration, or a related field. + 10+ years of experience in IT Service Management or a related discipline. + ITIL v4 certification **AND** 1 intermediate level certification beyond foundations **.** + 10+ years experience with ITSM tools such as ServiceNow, Jira, or BMC Remedy. + 3+ years of experience leading Services/teams or service management process execution. **Additional Information:** + Travel Requirements: 5% or less + Position location US, Indianapolis Lilly Corporate Center **Organization Overview** Lilly IT builds and maintains capabilities using cutting edge technologies like most prominent tech companies. What differentiates Lilly IT is that we redefine what’s possible through tech to advance our purpose – creating medicines that make life better for people around the world, like data driven drug discovery and connected clinical trials. We hire the best technology professionals from a variety of backgrounds, so they can bring an assortment of knowledge, skills, and diverse thinking to deliver innovative solutions in every area of our business. **The Global IT Service Management Office:** The Global IT Service Management Office leads the IT operational practices across the IT function. It seeks to deliver best-in-class IT services. This team leverages process, advanced technology, analytics and people to enable operational transformations across the enterprise. 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 ( https://careers.lilly.com/us/en/workplace-accommodation ) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and 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. Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees. \#WeAreLilly