Associate Director - Unified Communications & Collaboration - IT

Role Summary

Associate Director, Unified Communications & Collaboration (IT) at Lilly will lead enterprise-wide unified communications and collaboration initiatives. You will drive operational excellence, improve workforce productivity, and deliver measurable business value through scalable, user-centric solutions. This role oversees a high-performing team and a strategic portfolio of services, applying ITIL and product-management practices to ensure reliable, scalable experiences across the enterprise. Location: Indianapolis, IN.

Responsibilities

• Lead the strategy and execution of enterprise collaboration and automation initiatives with a product management mindset—focusing on user value, lifecycle management, and continuous delivery.
• Own and evolve a portfolio of services including voice and meeting room technologies, ensuring alignment with enterprise goals and user needs.
• Apply ITIL best practices to manage service operations, drive efficiency, and ensure reliability and scalability across platforms.
• Oversee day-to-day operations with a focus on service quality, automation, and performance metrics.
• Develop and monitor KPIs and delivery metrics to assess impact, identify opportunities, and drive continuous improvement.
• Champion self-service capabilities and automation to reduce friction and increase speed-to-value across the enterprise.
• Build and lead a diverse, inclusive, and high-performing team. Foster a culture of recognition, growth, and accountability.
• Invest in talent development—coaching team members, creating career pathways, and promoting learning agility.
• Implement performance management practices that reward excellence, encourage innovation, and support professional growth.
• Serve as a strategic partner across business units, influencing collaboration strategies and aligning technology investments with enterprise priorities.
• Engage stakeholders to understand business needs, translate them into technical solutions, and ensure adoption and satisfaction.
• Lead cross-functional initiatives and represent the team in enterprise governance forums.
• Evaluate emerging technologies and industry trends to inform strategic direction and architecture decisions.
• Lead supplier engagement activities including RFI/RFP processes, contract negotiations, and performance management.
• Ensure vendor relationships support long-term value creation and operational resilience.

Qualifications

• Proven experience leading high-impact IT initiatives in a complex, enterprise environment.
• Strong understanding of ITIL frameworks, service management, and operational excellence principles.
• Demonstrated success in portfolio management, product ownership, and delivering user-centric solutions.
• Experience managing budgets, forecasting, and financial planning.
• Skilled in stakeholder engagement, business relationship management, and cross-functional collaboration.
• Excellent communication, analytical, and problem-solving skills.
• Continuous improvement mindset — someone who proactively evolves services and drives adoption.
• Experience operating in or leading a high-performing organization with structured talent and performance management practices.
• Demonstrated commitment to inclusion, talent development, and team empowerment.

Education

• Bachelor’s degree in Computer Science, Information Technology, or related field; 4+ years of experience in people leadership/managing teams within a complex, enterprise IT environment.