Associate Director- Automation Portfolio and Business Enablement

Lilly • Indianapolis, IN

3d • $129,000 - $189,200 • Onsite

About The Position

This role is accountable for accelerating Technology at Lilly's transition to autonomous support by owning the automation portfolio, business prioritization, stakeholder alignment, adoption strategy, and benefit realization for AI-enabled and agentic support capabilities. The role ensures that automation and agent investments are focused on the highest-value opportunities and deliver measurable improvements in service experience, manual-effort reduction, and Tier 0/Tier 0.5 adoption. This role accelerates the transition to autonomous support by converting operational demand, business pain points, and service insights into a governed, value-based automation portfolio for execution teams to deliver. The primary focus will be to prioritize what should be automated, why it matters, and how success will be measured to enable business adoption and value realization.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Business, Engineering, or a related technical engineering or business field.
• 7-10+ years of experience in IT service management, product management, business operations, automation enablement, digital transformation, or technology portfolio management.
• Experience with ITSM practices, support tiering models, automation concepts, AI-enabled service capabilities, and service management governance.
• Strong stakeholder management experience with the ability to align business, operations, engineering, SRE, and service management teams around shared outcomes.
• Experience developing practical portfolio governance routines, prioritization frameworks, metrics, and adoption scorecards.

Nice To Haves

• Experience translating operational data, support demand, stakeholder needs, and process friction into prioritized improvement opportunities.
• Demonstrated experience with business case development, benefits tracking, adoption planning, and executive-level value communication.
• Familiarity with ITSM practices, support tiering models, automation concepts, AI-enabled service capabilities, and service management governance.
• Strong stakeholder management skills with the ability to align business, operations, engineering, SRE, and service management teams around shared outcomes.
• Strong written and verbal communication skills, with the ability to explain automation and AI-enabled support outcomes in clear, non-technical business language.
• Experience influencing without direct authority and driving measurable outcomes through cross-functional partnership.
• A bias for measurable impact, simplified support experiences, and continuous movement of work from human-assisted support to autonomous support where appropriate.

Responsibilities

• Establish and maintain a prioritized portfolio of automation, agentic support, self-service, runbook-conversion, and Tier 1 deflection opportunities.
• Identify demand patterns, recurring support pain points, service desk volumes, and manual-work hotspots that represent high-value opportunities for Tier 0/Tier 0.5 transformation.
• Define the business rationale, expected outcomes, relative value, and adoption path for each candidate use case before it is submitted for technical delivery.
• Create a transparent prioritization model that balances business impact, service experience, feasibility, readiness, and measurable benefit potential.
• Serve as the single business-facing front door for automation demand to reduce fragmented requests and help execution teams focus on the highest-value work.
• Define governance routines for automation intake, portfolio review, investment sequencing, and benefit tracking for consistent prioritization of automation work.
• Maintain standards for use-case readiness, expected benefits, stakeholder ownership, adoption requirements, and business acceptance criteria.
• Provide portfolio transparency so leaders understand what is being automated, why it matters, what value is expected, and where adoption risk exists.
• Lead business adoption planning for automation and agent-enabled support capabilities so delivered solutions are used, embedded, and sustained after deployment.
• Partner with operations leaders, application support teams, service owners, business stakeholders, and India execution teams to align on outcomes, readiness, communication needs, and adoption measures.
• Translate operational pain points and stakeholder needs into clear business requirements, value hypotheses, and adoption plans for execution teams.
• Identify change barriers that could limit utilization of automated capabilities and coordinate the actions needed to improve adoption.
• Create clear narratives that explain how automation investments improve user experience, reduce manual work, and accelerate the shift from human-assisted support to autonomous support.
• Define and track business-value measures for the automation portfolio, including Tier 0/Tier 0.5 adoption, reduced manual effort, ticket deflection, improved user experience, productivity gains, and greater utilization of delivered capabilities.
• Partner with operations and data teams to compare expected benefits with realized outcomes and identify where additional adoption or process changes are needed.
• Develop executive-facing scorecards and value stories that show how automation investments are improving support demand, experience, and productivity.
• Use measured outcomes to refine the portfolio, retire low-value work, and redirect capacity toward the most impactful autonomous-support opportunities.
• Partner with the centralized Service Reliability and Operations M2 leader to convert operational demand and support trends into transformation opportunities without assuming ownership of run-state operations.
• Partner with SRE to identify reliability-adjacent opportunities where autonomous support, self-service, or process simplification can reduce support demand and complement technical reliability improvements.
• Partner with Agentic Engineering and automation execution teams by providing a prioritized, business-validated backlog and clear success criteria, while those teams maintain accountability for build, test, deployment, and technical delivery.

Benefits

• company bonus (depending, in part, on company and individual performance)
• company-sponsored 401(k)
• pension
• vacation benefits
• medical, dental, vision and prescription drug benefits
• flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts)
• life insurance and death benefits
• certain time off and leave of absence benefits
• well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior