Associate Director – Global Service Management Platform Architect

Role Summary

Associate Director – Global Service Management Platform Architect will provide technical leadership for Lilly's Global Service Management Platforms, primarily ServiceNow, across the Tech organization. You will architect, govern, and deliver secure, scalable platform solutions while understanding module interdependencies and analyzing the impact of new requirements. You will align platform strategy with enterprise objectives and ServiceNow security standards, working with a global team and cross-functional partners. This role is based in Indianapolis, Indiana (hybrid).

Responsibilities

• Engage with enterprise architects, Cyber Security, the Lilly Global Service Management Platform team, cross-functional IT partners, and vendors to enhance ServiceNow capabilities and the security model, delivering new functionality.
• Cut through ambiguity and re-imagine how services should be established and managed to achieve the highest levels of efficiency.
• Act as a respected technical partner focused on enterprise value-based outcomes, establishing new capabilities through cross-functional engagement while minimizing technical debt.
• Demonstrate technical proficiency and governance of the ServiceNow platform, provide thought leadership, counsel to Product Managers, and deliver execution oversight and coaching to technical development teams.
• Leverage AI and Automation to optimize workloads and drive expanding outcomes.
• Define and drive the technical approach for best practices, policies, and procedures related to design and development of platform applications, security, and integrations; perform impact analyses and ensure adherence to architecture, security, data, integrations, and process SOPs.
• Advise on program initiatives and technology roadmaps; lead compliant/secure implementations; influence automation toolsets to align with the strategic roadmap and standards; maximize value by expanding Lilly’s capabilities.
• Oversee the design, implementation, and evolution of the platform to ensure stability, security, and scalability; apply the least privilege principle and ensure compliance with Lilly's security controls; oversee security awareness training.
• Leverage automation and self-service initiatives to enhance operational efficiency and user experience; ensure ITSM tool integrations with other enterprise platforms; stay current with industry trends and emerging technologies to enhance service management capabilities.
• Stay current on ServiceNow products, security, and applicable integrated technologies.
• Maintain an unwavering focus on enhancing the digital user experience and boosting end-user productivity, turning technology into a primary driver of productivity.
• Demonstrate applied knowledge of ITIL v3 and the NIST Cyber Security Framework.
• Collaborate with a diverse, driven team and share expertise to drive successful outcomes.

Qualifications

• Required: ServiceNow Certified System Administrator (CSA) or equivalent ITSM platform certifications.
• Required: Clear expertise in utilizing AI and Automation to eliminate manual workload and reduce complexities, including educating others on how to do the same.
• Required: Experience with Agile and DevOps methodologies.
• Required: Demonstrated influence, communication, presentation, and facilitation skills.
• Required: Demonstrated strong partnership skills and influence with business partners inside business unit context.
• Required: Strong organizational and communication skills with multiple examples of being able to convey complex ideas and thoughts in manners that resulted in definitive directions and results.
• Required: Strong negotiation skills.
• Required: Proactive, demonstrated ability to challenge the status quo and strong ability to drive peers and above to timely decisions.
• Required: A high level of intellectual curiosity, external perspective, technical aptitude and innovation interest.
• Required: Proven experience leading global/diverse teams and large-scale ITSM transformations.
• Required: Experience with ITIL frameworks, service operations, and process improvement methodologies.
• Required: 5+ years of experience in IT service management with a strong focus on ITSM platforms (e.g., ServiceNow, BMC Remedy, Cherwell).
• Required: Be ready to demonstrate applied knowledge of ITIL v3 and the NIST Cyber Security Framework.

Education

• Bachelor’s Degree in Computer Science, Information Technology, or related technical field

Additional Requirements

• Travel: 5-10%
• Location: Indianapolis, Indiana (hybrid)
• Other locations may be considered based on appropriate experience