Service Delivery Lead - IT Service Management and Digital Transformation

Service Delivery Lead

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.

The Service Delivery Lead is responsible for designing, implementing, and managing the end-to-end service level management process for Lilly's Manufacturing & Quality (M&Q) -Application, Data & Analytics support operations. Operating within the Optimus Program framework, this role drives digital transformation by optimizing ITSM processes through ServiceNow, ensuring service excellence for business partners, and leading a high-performing support team aligned to Technology at Lilly strategic objectives.

Key Responsibilities

 

Service Level Management

• Negotiate, agree, and maintain Service Level Agreements (SLAs) 

• Define and agree on Service Level Requirements (SLRs) for new and developing Data & Analytics services.

• Analyze and review service performance against SLAs and OLAs; produce deviation reports and distribute across stakeholder levels.

• Conduct annual reviews of service level management processes and control necessary amendments.
  

Daily Support Operations & ServiceNow

• Oversee day-to-day incident, request, problem, and change management workflows within ServiceNow for the Data & Analytics team.

• Ensure accurate and timely updates to the CMDB and all ServiceNow records.

• Monitor ticket SLAs, escalation queues, and backlogs; drive resolution within committed service windows.

• Establish ServiceNow dashboards, KPIs, and automated reporting to enable data-driven support decisions.

• Leverage ServiceNow capabilities aligned with Optimus Program governance (100% work visibility and traceability).
  

Digital Transformation & Process Optimization

• Lead digital transformation initiatives within Data & Analytics support, aligned to the Optimus Program roadmap.

• Identify and implement efficiency levers (automation, AI-assisted triage, self-service deflection) to reduce manual effort and SNOW ticket volume.

• Partner with the Optimus Transformation team to embed shift-left practices and proactive service management.

• Implement and manage ongoing Service Improvement Plans (SIPs) to continuously raise service quality.

• Develop and track KPIs that measure ROI of transformation: defect reduction, ticket deflection rates, resolution time, and customer satisfaction.
  

Team Leadership

• Lead, mentor, and develop the Data & Analytics support team across Hyderabad and Bangalore.

• Set clear expectations and accountability for team members aligned to Technology at Lilly Resource Manager standards.

• Foster a continuous-improvement culture, embedding automation ownership within the team.

• Recruit, onboard, and upskill team members using structured development plans
  

Basic Qualifications

• Bachelor's degree in Business Administration, Computer Science, Engineering, Computer Information Systems, or a related field, OR equivalent work experience.

• 6–8 years of Information Technology experience, with a strong focus on service delivery and support operations.

• Demonstrated experience managing ITSM workflows in ServiceNow (incident, problem, change, CMDB, CAPA).

• Proven project and/or service level management experience.

• Demonstrated understanding of the ITIL framework; ITIL v4 Foundation certification strongly preferred.

 

Additional Skills & Preferences

Transformation & Optimus Program Alignment

• Experience contributing to or managing within a digital transformation program (experience with Optimus or equivalent large-scale transformation preferred).

• Ability to leverage automation and AI-assisted tools to shift from reactive to proactive support models.
  

Certifications (Preferred)

• ITIL v4 Foundation or Managing Professional

• ServiceNow Certified System Administrator (CSA) or ServiceNow ITSM Implementation Specialist

 

Optimus Program Context: This role operates within the Optimus Program, Lilly's enterprise transformation initiative that redesigns how Technology at Lilly capabilities are delivered at scale from Hyderabad. The Service Delivery Lead is expected to contribute to the program's service governance model, drive 100% CMDB and ServiceNow visibility, and implement transformation process improvements consistent with the program's wave-based deployment approach.

• Willingness to work across global time zones (India / US) as required.

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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Experience Level

Senior Level