Associate Director - Digital Legal Office - Service Manager

Lilly

2d • Hybrid

About The Position

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:
We are seeking an experienced and strategic Associate Director – Digital Legal Office (DLO) Service Manager to join our data governance, privacy, cybersecurity, and artificial intelligence team within the Legal department. This senior individual contributor role is responsible for crafting and leading service strategy, driving technically enabled transformation, and ensuring the resilience, compliance, and scalability of DLO services. The Associate Director serves as a technical authority and strategic partner across the organization, formulating direction for DLO technology capabilities and influencing leadership to deliver outcomes aligned with enterprise goals, regulatory expectations, and business priorities.

Requirements

• Bachelor’s degree in Computer Science, Engineering, Business Administration, Information Technology, or related field.
• Minimum of 5 years of experience in technology, privacy, cybersecurity, legal operations, or compliance.
• Qualified applicants must be authorized to work in the United States on a full-time basis. Lilly will not provide support for or sponsor work authorization or visas for this role, including but not limited to F-1 CPT, F-1 OPT, F-1 STEM OPT, J-1, H-1B, TN, O-1, E-3, H-1B1, or L-1.

Nice To Haves

• ITIL certification a plus with demonstrated experience leading technical strategy and delivery across complex regulated domains.
• Demonstrated career progression into strategic or senior delivery roles
• Demonstrated experience leading technical strategy and delivery across sophisticated, regulated domains, preferably within legal, privacy, cybersecurity, or data governance.
• Proven track record to lead multidisciplinary initiatives and influence without formal authority across organizational boundaries and senior leadership.
• Experience defining and accomplishing short- and long-term service and technology roadmaps in a large enterprise environment.
• Strong background in modern software and service delivery practices, including agile, DevOps, and product-centric delivery models.
• Deep expertise in service management, including strategic partnerships, contract oversight, and solution delivery at scale.
• Proficiency in establishing and leading tracking/ticketing/case management systems (e.g., ServiceNow) to drive service excellence and governance.
• Solid understanding of laws, regulations, and standards (e.g., NIST AI RMF, NIST Privacy Framework, ISO, NIST CSF, EU AI Act, GDPR, CPRA, HIPAA) applicable to the Digital Legal Office.
• Sophisticated knowledge of AI/ML, automation, and emerging technologies applied to operational and process-driven efficiencies in legal or compliance contexts.
• A consistent track record of accountability, leadership, and successfully delivering large-scale technical or organizational transformations.
• Exceptional communication, executive presentation, and interpersonal skills; ability to translate sophisticated technical concepts for non-technical audiences.
• Ability to operate independently and lead sophisticated workstreams in a fast-paced, ambiguous environment with minimal direction and high attention to detail and accuracy.

Responsibilities

• Lead DLO collaborator engagement onrunningg key controls with a strategic focus on service delivery, automation, operational efficiency, and technical experience.
• Partner with DLO control owners and GRC to define, evolve, and own current- and future-state service strategies, ensuring alignment with enterprise architecture and regulatory requirements.
• Own and implement a business-aligned service roadmap, driving technically enabled transformation and proactive compliance to the evolving external and regulatory landscape.
• Serve as the primary technical authority for DLO service platforms, ensuring solutions are secure, resilient, compliant, and scalable across the service portfolio.
• Establish, monitor, and report on service level agreements, KRIs, and critical metrics for DLO services; use data-driven insights to continuously evolve service performance.
• Provide strategic direction for the DLO service catalog, develop and lead supporting documentation (e.g., SOPs, process flows), and governance structures, ensuring alignment with organizational maturity goals.
• Identify, develop, and implement technical capabilities to automate and apply efficiencies across program processes and controls, including AI agents, intelligent workflows, and integration solutions.
• Own, lead, and evolve technical solutions (e.g., Chat in a Box, AI agents, ServiceNow) that underpin the DLO service catalog and related activities, ensuring long-term viability and fit-for-purpose design.
• Influence and partner across Tech@Lilly, Legal Innovation Hub, Legal Ops, and cross-functional teams to enable appropriate technical solutions, harmonize platforms, and reduce duplication.
• Balance and integrate collaborator needs and challenging priorities to guide activities toward the highest-value organizational outcomes.

Benefits

• Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance).
• In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for 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; and 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: Director