Service Management Process Manager– Manufacturing

Eli Lilly and Company • Indianapolis, IN

21h • Onsite

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. Organization Overview Lilly IT builds and maintains capabilities using cutting edge technologies like most prominent tech companies. What differentiates Lilly IT is that we redefine what’s possible through tech to advance our purpose – creating medicines that make life better for people around the world, like data driven drug discovery and connected clinical trials. We hire the best technology professionals from a variety of backgrounds, so they can bring an assortment of knowledge, skills, and diverse thinking to deliver innovative solutions in every area of our business. The Global IT Service Management Office: The Global IT Service Management Office leads the IT operational practices across the IT function. It seeks to deliver best-in-class IT services. This team leverages process, advanced technology, analytics and people to enable operational transformations across the enterprise. What You’ll Be Doing: Assist Tech@Lilly in becoming the most dynamic and effective technology organization in the world. As a Service Management Process Manager – Manufacturing, you will ensure technology services and changes are executed safely, predictably, and with minimal impact to manufacturing operations. In this role, you will be responsible for overseeing, executing, and optimizing Service Management processes that directly impact Manufacturing. You will lead and strengthen Service Management practices with a primary focus on Change and Release Management, tightly integrated with Incident Management to prevent disruption, enable rapid recovery, and drive continuous improvement. Partnering with Global Service Management Process Owners, Manufacturing IT, and business stakeholders, you will protect manufacturing continuity, product quality, and regulatory standards. You will actively leverage AI, automation, and agentic solutions to improve reliability, reduce operational risk, increase predictability, and enable data-driven decision-making within a highly regulated manufacturing environment. How You’ll Succeed: Service Management Process Leadership & Agility Lead execution of Change, Release, and Incident Management processes for Manufacturing, while flexing across additional Service Management processes to reduce risk and improve outcomes. Ensure incidents impacting Manufacturing are managed with urgency, discipline, and clear accountability to minimize operational disruption. Ensure changes impacting Manufacturing (including DC and infrastructure changes) are visible, understood, and appropriately reviewed, and that Manufacturing-driven changes and incidents are visible to broader IT stakeholders. Provide hands-on leadership during high-risk changes, major incidents, and recovery activities affecting Manufacturing. AI-Enabled Service Management & Automation Leadership Apply strong technical judgment to identify where AI, automation, and agentic solutions can meaningfully improve Manufacturing service reliability, risk management, and operational outcomes. Drive the design and adoption of automation and intelligent workflows across Change, Incident, and Release Management, reducing manual effort and increasing execution consistency. Leverage AI‑enabled insights (e.g., trend analysis, impact prediction, anomaly detection) to proactively identify risks to Manufacturing operations before they result in incidents or production impact. Partner with ITSM platform teams, Digital/OT, and engineering teams to operationalize intelligent tooling within existing Service Management ecosystems (e.g., ServiceNow, monitoring, CMDB, deployment tooling). Ensure all AI and automation solutions are implemented in a compliant, auditable, and Manufacturing‑appropriate manner, aligned with regulatory and security expectations. Manufacturing Risk Reduction & Impact Management Ensure proper testing, validation, and readiness activities are planned and executed for changes impacting Manufacturing systems. Ensure incident root cause analysis and post-incident reviews are conducted, with corrective actions identified and driven to closure. Leverage CMDB relationships, service dependencies, and manufacturing context to ensure accurate impact assessments for both changes and incidents. Work with service owners to coordinate deployment schedules, blackout windows, and manufacturing constraints to reduce risk to production operations. Governance, Compliance, and Accountability Enforce process standards, policies, and controls across Service Management processes. Ensure compliance with regulatory, security, and Manufacturing-specific requirements. Conduct audits, Post-Implementation Reviews (PIRs), and Post-Incident Reviews to ensure lessons learned are captured and applied. Hold teams accountable for disciplined execution and continuous improvement. Collaboration and Stakeholder Engagement Partner with Manufacturing IT, Digital/OT teams, business stakeholders, and vendors to support service reliability and operational continuity. Act as a key liaison between Manufacturing and Global Service Management to ensure shared understanding of risk, timing, and impact. Serve as a primary escalation point for Manufacturing-related service, change, and incident issues. Communicate expectations, process updates, and outcomes clearly across technical and business teams. Continuous Improvement Analyze trends, metrics, and root causes across incidents, changes, and releases using both traditional analytics and AI-enabled insight to identify systemic risks and improvement opportunities, especially those impacting Manufacturing. Provide Global Process Owners with insights on improvement opportunities, emerging risks, and gaps in tooling or process maturity. Identify and lead opportunities to apply AI, automation, and agentic solutions to simplify workflows, improve visibility, accelerate recovery, and enable proactive service management. Foster a culture of continuous improvement, proactive risk management, and operational resilience. Training and Knowledge Sharing Train Manufacturing and IT teams on Service Management best practices. Provide coaching and guidance to ensure consistent, high-quality execution across processes. Develop and maintain clear documentation and knowledge assets related to Manufacturing service management practices. Reporting and Metrics Track and report KPIs and SLAs related to Service Management effectiveness and Manufacturing impact. Leverage advanced analytics and AI‑driven insights to enhance reporting on service reliability, risk trends, change success, and Manufacturing impact, enabling more predictive and actionable decision‑making for leadership. Present findings and recommendations to Global Process Owners and senior leadership.

Requirements

• Bachelor’s degree in IT, Business, or a related field.
• 3+ years of relevant experience in IT Service Management or a related role.
• 3+ years of relevant experience in manufacturing (preference for pharmaceutical manufacturing experience)
• Experience managing and/or leveraging ITSM tools such as ServiceNow, Jira, or BMC Remedy.
• Experience in applying ITIL v3 or v4 frameworks within Service Management environments
• Experience applying AI, automation, and intelligent or agentic solutions in business or technical environments
• 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

• Demonstrates expertise across multiple IT Service Management processes.
• Strong understanding of how Change, Release, and Incident Management work together to protect operational environments.
• Ability to operate flexibly across Service Management processes to meet evolving Manufacturing needs.
• Strong analytical, problem-solving, and critical-thinking skills.
• Excellent communication and stakeholder engagement skills, including the ability to influence without authority in complex, matrixed environments.
• Experience working in high-risk, operationally sensitive environments.
• Familiarity with Agile, DevOps, and/or Lean methodologies.
• Strong organizational and execution discipline.
• Solid understanding of ITIL v3/v4 frameworks.

Responsibilities

• Lead execution of Change, Release, and Incident Management processes for Manufacturing, while flexing across additional Service Management processes to reduce risk and improve outcomes.
• Ensure incidents impacting Manufacturing are managed with urgency, discipline, and clear accountability to minimize operational disruption.
• Ensure changes impacting Manufacturing (including DC and infrastructure changes) are visible, understood, and appropriately reviewed, and that Manufacturing-driven changes and incidents are visible to broader IT stakeholders.
• Provide hands-on leadership during high-risk changes, major incidents, and recovery activities affecting Manufacturing.
• Apply strong technical judgment to identify where AI, automation, and agentic solutions can meaningfully improve Manufacturing service reliability, risk management, and operational outcomes.
• Drive the design and adoption of automation and intelligent workflows across Change, Incident, and Release Management, reducing manual effort and increasing execution consistency.
• Leverage AI‑enabled insights (e.g., trend analysis, impact prediction, anomaly detection) to proactively identify risks to Manufacturing operations before they result in incidents or production impact.
• Partner with ITSM platform teams, Digital/OT, and engineering teams to operationalize intelligent tooling within existing Service Management ecosystems (e.g., ServiceNow, monitoring, CMDB, deployment tooling).
• Ensure all AI and automation solutions are implemented in a compliant, auditable, and Manufacturing‑appropriate manner, aligned with regulatory and security expectations.
• Ensure proper testing, validation, and readiness activities are planned and executed for changes impacting Manufacturing systems.
• Ensure incident root cause analysis and post-incident reviews are conducted, with corrective actions identified and driven to closure.
• Leverage CMDB relationships, service dependencies, and manufacturing context to ensure accurate impact assessments for both changes and incidents.
• Work with service owners to coordinate deployment schedules, blackout windows, and manufacturing constraints to reduce risk to production operations.
• Enforce process standards, policies, and controls across Service Management processes.
• Ensure compliance with regulatory, security, and Manufacturing-specific requirements.
• Conduct audits, Post-Implementation Reviews (PIRs), and Post-Incident Reviews to ensure lessons learned are captured and applied.
• Hold teams accountable for disciplined execution and continuous improvement.
• Partner with Manufacturing IT, Digital/OT teams, business stakeholders, and vendors to support service reliability and operational continuity.
• Act as a key liaison between Manufacturing and Global Service Management to ensure shared understanding of risk, timing, and impact.
• Serve as a primary escalation point for Manufacturing-related service, change, and incident issues.
• Communicate expectations, process updates, and outcomes clearly across technical and business teams.
• Analyze trends, metrics, and root causes across incidents, changes, and releases using both traditional analytics and AI-enabled insight to identify systemic risks and improvement opportunities, especially those impacting Manufacturing.
• Provide Global Process Owners with insights on improvement opportunities, emerging risks, and gaps in tooling or process maturity.
• Identify and lead opportunities to apply AI, automation, and agentic solutions to simplify workflows, improve visibility, accelerate recovery, and enable proactive service management.
• Foster a culture of continuous improvement, proactive risk management, and operational resilience.
• Train Manufacturing and IT teams on Service Management best practices.
• Provide coaching and guidance to ensure consistent, high-quality execution across processes.
• Develop and maintain clear documentation and knowledge assets related to Manufacturing service management practices.
• Track and report KPIs and SLAs related to Service Management effectiveness and Manufacturing impact.
• Leverage advanced analytics and AI‑driven insights to enhance reporting on service reliability, risk trends, change success, and Manufacturing impact, enabling more predictive and actionable decision‑making for leadership.
• Present findings and recommendations to Global Process Owners and senior leadership.

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: Mid Level