Associate Director - Digital Legal Office - Service Manager

Role Summary

Associate Director – Digital Legal Office (DLO) Service Manager is an experienced, strategic leader within Lilly's Legal department. You will join the data governance, privacy, cybersecurity, and AI team to craft and lead service strategy, drive technically enabled transformation, and ensure resilience, compliance, and scalability of DLO services. You will serve as a technical authority and strategic partner across the organization, shaping DLO technology capabilities and influencing leadership to align with enterprise goals, regulatory expectations, and business priorities. Role located in Indianapolis, IN or Cork, Ireland with a hybrid work model.

Responsibilities

• Lead DLO collaborator engagement on running 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.

Qualifications

• 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.
• Authorized to work in the United States on a full-time basis; Lilly will not sponsor work authorization or visas for this role, including but not limited to F-1 CPT/OPT/STEM OPT, J-1, H-1B, TN, O-1, E-3, L-1.

Skills

• 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.