This role is accountable for the end-to-end operational reliability, demand management, and capacity sustainability of Tech@Lilly’s centralized service and reliability operations
Job Summary
This role is accountable for the end-to-end operational reliability, demand management, and capacity sustainability of Tech@Lilly’s centralized service and reliability operations.
The role is responsible for driving technology-enabled transformation across operations through the practical application of AI, automation, and agentic solutions, demand forecasting, and capacity planning to ensure services scale predictably and reliably.
Lilly IT builds and maintains capabilities using cutting edge technologies like most prominent tech companies, redefining what’s possible through tech to advance our purpose – creating medicines that make life better for people around the world.
Matching Summary
This role is accountable for the end-to-end operational reliability, demand management, and capacity sustainability of Tech@Lilly’s centralized service and reliability operations.
Salary
Base: $132,000 - $193,600; Bonus/Equity: Company bonus; Benefits: Comprehensive benefit program
Skills & Requirements
Must-have
End-to-end operational reliability
Demand management and capacity planning
AI and automation in operations
Incident, event, request management
Service stability and operational readiness
Major Incident Management discipline
Problem Management for risk reduction
Data-driven operations and KPIs
Nice-to-have
Progressive shift to automated model
Agent-assisted operating model
Technology-enabled transformation
Continuous improvement and feedback loops
Executive communication skills
Organizational change leadership
Key Requirements
Bachelor's degree in Business, Information Technology, STEM or related field
12+ years of IT experience
7+ years leading vendor or supplier-supported operating models
5+ years in people leadership roles
Demonstrated experience leading high-severity incident response
Hands-on experience with AI in production operations