IT Service Management Process Manager– Manufacturing

Role Summary

IT Service Management Process Manager – Manufacturing. Oversees and optimizes IT service management processes for manufacturing operations. Ensures changes and incidents are executed safely, predictably, and with minimal impact, with a primary focus on Change and Release Management integrated with Incident Management to prevent disruption and enable rapid recovery. Leverages AI, automation, and data‑driven decision‑making in a highly regulated manufacturing environment.

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 data center and infrastructure changes) are visible, understood, 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 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; leverage AI‑enabled insights to proactively identify risks before they impact production; partner with ITSM platform teams, Digital/OT, and engineering to operationalize intelligent tooling; ensure solutions are compliant and auditable.
• Manufacturing Risk Reduction & Impact Management: plan and execute proper testing, validation, and readiness for changes; conduct root cause analyses and post‑incident reviews with corrective actions; leverage CMDB relationships and manufacturing context for accurate impact assessments; coordinate deployment schedules with stakeholders to minimize production risk.
• Governance, Compliance, and Accountability: enforce process standards and controls; ensure regulatory and Manufacturing‑specific compliance; conduct audits, PIRs, and post‑incident reviews to capture lessons and drive improvement; hold teams accountable for disciplined execution.
• Collaboration and Stakeholder Engagement: partner with Manufacturing IT, Digital/OT, business stakeholders, and vendors to support reliability and continuity; act as liaison between Manufacturing and Global Service Management; serve as escalation point for Manufacturing service, change, and incident issues; communicate expectations and outcomes clearly across technical and business teams.
• Continuous Improvement: analyze trends and metrics using traditional analytics and AI‑enabled insights to identify systemic risks and opportunities; provide Global Process Owners with insights on improvements and tooling gaps; lead opportunities to apply AI and automation to simplify workflows and accelerate recovery; foster a culture of proactive risk management and resilience; training and knowledge sharing to upskill teams and maintain documentation.
• Reporting and Metrics: track KPIs and SLAs related to Service Management and Manufacturing impact; use analytics and AI insights to enhance reporting on reliability, risk trends, and change success; present findings and recommendations to Global Process Owners and senior leadership.

Qualifications

• 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.
• Authorized to work in the United States on a full‑time basis.

Skills

• 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.

Additional Requirements

• Travel: 10% or less
• Position Location: U.S. – Indianapolis Lilly Corporate Center