Senior Manager - Service Management Process Owner for Problem and Knowledge

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.

Eli Lilly Cork is made up of a talented diverse team of over 2000 employees across 60 nationalities who deliver innovative solutions that add value across a variety of Business Service functions including Finance, Information Technology, Medical, Clinical Trials and more. Eli Lilly Cork offers a premium workspace across our campus in Little Island, complete with flexible hybrid working options, healthcare, pension and life assurance benefits, subsidised canteen, onsite gym, travel subsidies and on-site parking. Inhouse People Development services, Educational Assistance, and our ‘Live Your BEST Life’ wellbeing initiatives are just some of the holistic benefits that enhance the career experience for our colleagues.

Eli Lilly Cork is committed to diversity, equity and inclusion (DEI). We cater for all dimensions ensuring inclusion of all ethnicities, nationalities, cultural backgrounds, generations, sexuality, visible and invisible disabilities and gender, with four pillars: EnAble, Age & Culture, LGBTQ+ and GIN-Gender Inclusion Network. EnAble, our pillar for people with disabilities and those that care for them, partners with the Access Lilly initiative to make our physical and digital environment accessible and inclusive for all. Together they are committed to promoting awareness to create a disability confident culture both at Eli Lilly Cork and beyond.

Come join our team - Be Creative, Be an Innovator, and most of all, Be Yourself!

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.

Senior Manager - Service Management Process Owner for Problem and Knowledge

Assist Tech in 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 Problem and Knowledge 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 Problem and Knowledge 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 Problem and Knowledge 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 Problem and Knowledge Process Managers, IT teams, and business leaders to ensure effective process execution.
• Provide guidance and support to Problem and Knowledge managers, 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 problem and knowledge 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 Problem and Knowledge process performance and improvement initiatives.
• Present insights and recommendations to senior leadership, especially issue trends and area needing improvement.
  
  
  

Coaching and Leadership

• Direct and Coach Process Managers for Problem and Knowledge ensuring the process oversight responsibilities are being conducted appropriately.
• Serve as an escalation point for process issues and questions
• Drive performance conversations and measurements
  
  
  

What You Should Bring

• Exceptional problem-solving and analytical skills.
• 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 (or equivalent experience)
• 9+ years of experience in IT Service Management or a related discipline.
• Proven track record in managing or owning the Problem and Knowledge processes
• Strong knowledge of ITIL v3/v4 frameworks demonstrated by ITIL certification
• Experience with ITSM tools such as ServiceNow, Jira, or BMC Remedy.
• 4+ years of experience leading Services/teams or service management process execution
  
  
  

Additional Information

• Travel Requirements: 15% or less
• Position location Ireland, Cork
  
  
  

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 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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