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Lilly is seeking a Service Delivery Lead to enhance service level management within its Manufacturing & Quality Application, Data & Analytics support operations. The role requires a strong background in IT service management, particularly with ServiceNow, and aims to drive digital transformation initiatives while leading a support team.
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Job Summary
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.
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.
Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions.
Matching Summary
Match Score: 75
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Lilly is seeking a Service Delivery Lead to enhance service level management within its Manufacturing & Quality Application, Data & Analytics support operations. The role requires a strong background in IT service management, particularly with ServiceNow, and aims to drive digital transformation initiatives while leading a support team.
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Skills & Requirements
Must-have
Service Level Management
ITSM workflows in ServiceNow
ServiceNow dashboards and reporting
Digital transformation initiatives
Continuous Service Improvement Plans
Team leadership and development
Nice-to-have
Shift-left practices
AI-assisted triage
Proactive service management
Continuous improvement culture
Key Requirements
Bachelor's degree or equivalent work experience
6–10 years of Information Technology experience
Demonstrated experience managing ITSM workflows in ServiceNow
Proven project and/or service level management experience
Demonstrated understanding of the ITIL framework
ITIL v4 Foundation certification strongly preferred