Service Transformation Lead - Tech@Lilly

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.

Purpose:

LCCI Tech@Lilly Service Transformation lead is focused on driving significant changes within an organization's IT services to improve efficiency, effectiveness, and alignment with business goals. This role typically involves strategic planning, identifying service optimization and automation opportunities, change management, and leadership skills. The IT Service Transformation Lead plays a critical role in ensuring that IT services are not only aligned with current business needs but are also capable of supporting future growth and innovation. This involves a holistic approach to change management, technology implementation, and process improvement.

This position has global responsibilities and reports to the Special Project Execution lead, based in India.  Travel will be required and flexibility to work across time zones with people from many cultures is required.

This position leads a group of transformation specialists for process optimization and workflow management, in-depth analysis of existing business processes and defining to-be state, developing new process designs or re-engineering existing ones to streamline operations and achieve desired goals, partnering with tech and other teams on automation.

Primary Responsibilities:

• Accountable for creation and execution of a comprehensive strategy for transforming the insourced IT services to align with business objectives in partnership with multiple stakeholders.
• Define a clear path for IT service transformation, including specific, measurable goals and outcomes for each engagement and service area to be insourced in partnership with vendors and global service engagement teams. Strive to achieve minimum 50% resource efficiency post service transformation. 
• Leads a team of Transformation specialists for process optimization and workflow management.
• Conducting in-depth analysis of existing business processes. Identifying and addressing any barriers related to service optimization.
• Developing new process designs or re-engineering existing ones to streamline operations and achieve desired service outcomes.
• Partnering with technology teams on service automation. Be the champion for hype-automation via elimination and simplification of the to be processes using AI and other modern tools/technologies.
• Ensure process reliability and sustainability in the To-be state.
• Develop and manage detailed plans for implementing IT service changes, including timelines, resources, and stakeholders.
• Manage Resistance: Identify and address resistance to change, using effective communication and engagement strategies.
• Understand stakeholders across different workstreams and ensure cross-integration of stakeholders is well knitted in the new proposed solution and ensure buy-in for transformation initiatives.
• Communicate Success metrics with stakeholders and the LCCI IT Leadership Team.
• Assess and select new technologies and tools that support the transformation of IT services.
• Lead the implementation of new technologies, ensuring they are integrated smoothly with existing systems and processes.
• Foster a culture of innovation, encouraging the team to explore new ideas and approaches for improving IT services.
• Implement Best Practices: Identify and implement industry best practices for IT service management and transformation.
• Ensure that the transformation initiatives improve the user experience and meet the needs of end-users focusing on critical quality areas impacting the related transformation. Drive adoption.
• Setup team to Measure Customer Satisfaction: Track and improve customer satisfaction with IT services.
• Ensure execution of OCM plan, as a part of the overarching project plan.
• Educate the team on all quality, process and scrum methodologies.
• Ensure Lilly information assets are protected.

Minimum Qualification Requirements:

• Bachelor’s/master’s degree in computer science
• Ability to think strategically and develop long-term plans for IT service transformation.
• Experience in using automation tools.
• Deep understanding of IT infrastructure, applications, and service management frameworks (e.g., ITIL)
• 15+ years’ experience leading service delivery
• Working experience with multinational companies
• Good international communication skill (written and verbal).
• Demonstrated leadership skills and effectiveness in the areas of influence, team leadership, articulating and taking a position, negotiation, and conflict resolution.
• Experience in delivering substantial transformation initiatives.

Other Information/Additional Preferences:

• Experience with Critical Chain and/or Agile project management methodologies
• Demonstrated track record of successful execution of complex projects
• Demonstrated effective stakeholder management
• Ability to manage (sometimes conflicting) priorities
• Ability to work in teams of teams structure and lead team members sometimes without authority.
• Ability to work within a budget and direct multiple projects
• Good analytical skills and able to lead service teams in ambiguity

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