Process Manager for Asset and Configuration Management

Tech@Lilly Manager - Service Management Process Manager for Asset and Configuration ManagementAssist Tech@Lilly in becoming the most dynamic and effective Tech organization in the world.u00A0 As a Service Management Process Manager, you will manage critical processes required for world class operations. As a process manager you will be overseeing groups of analysts executing the process and providing critical advice/guidance for high production results. You will help to mature service capabilities by leveraging process insights and find novel ways to reduce operational burdens. If you enjoy bringing organizational skills to teams, training others to be successful, finding unique solutions to solve difficult problems and using emerging technology to optimize and simplify this is the opportunity for you.What Youu2019ll Be Doing:In this role, you will be responsible for overseeing, executing and optimizing Asset and Configuration Management processes to ensure efficient delivery of IT services. You will partner with Global Service Management Process Owners for Asset and Configuration Management to implement, monitor, measure, train and improve Asset and Configuration management processes aligned with ITIL (Information Technology Infrastructure Library) frameworks. You will collaborate with stakeholders across IT and business units to maintain service quality, minimize service disruptions, and drive process execution excellence.How Youu2019ll Succeed:Process Management, Execution and Optimization:u00A0Oversee the execution of Asset and Configuration Management and ensure timely insights are provided to important stakeholders. u00A0Manage operational activities of these processes when additional expertise is needed, or a critical activity is in progressMonitor Asset and Configuration Management process performance and identify areas for improvement. u00A0Ensure alignment of processes with ITIL best practices and organizational goals.Governance and Compliance:u00A0Enforce process standards, policies, and controls for Asset and Configuration Management. u00A0Ensure compliance with regulatory, security, and organizational requirements. u00A0Audit processes periodically and recommend corrective actions as needed. u00A0Collaboration and Stakeholder Engagement: u00A0Partner with IT teams, business units, and vendors to facilitate process execution. u00A0Communicate process changes and updates effectively across the organization. u00A0Act as the primary point of contact for escalations and process-related issues for Asset and Configuration Management. u00A0Continuous Improvement: u00A0Analyze process performance metrics, root causes of process execution issues, and trends.Participate in initiatives to automate and streamline processes using ITSM toolsFoster a culture of continuous improvement within the IT organization. u00A0Training and Knowledge Sharing: u00A0Provide training and support to IT staff for Asset and Configuration Management process and associated tools. u00A0Develop knowledge management practices to ensure accurate and up-to-date documentation. u00A0Reporting and Metrics:u00A0Track and report Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) compliance for Asset and Configuration Management. u00A0Produce regular reports on process performance and service quality. u00A0Present findings and recommendations to Global Process Owner and senior leadership u00A0What You Should Bring:Demonstrated Expertise in managing and improving ITSM processes. u00A0Analytical and problem-solving skillsExcellent communication and interpersonal skillsAbility to manage multiple prioritiesFamiliarity with Agile, DevOps, or Lean methodologies. u00A0Strong project management skillsKnowledge of service management industry best practices aligned to ITILAbility to demonstrate and understand how to measure the processu2019s effectiveness and efficiencyAbility to train and influence others to follow the processAbility to organize others to execute effectivelyKnowledge of how your process fits into a bigger picture (Service Management)Agility and flexibility to address diverse business problemsAbility to work with various data sources and data typesSelf-management skills with a focus on results for prompt and accurate completion of challenging workBasic Requirements:u00A0 Bacheloru2019s degree in IT, Business, or a related field (or equivalent experience). u00A07 years of experience in IT Service Management or a related roleu00A0Experience managing and/or leveraging ITSM tools such as ServiceNow, Jira, or BMC RemedyStrong knowledge of ITIL v3/v4 frameworks (ITIL Foundations certification required). u00A0Additional Information:Travel Requirements: 10% or lessPosition location Hyderabad, IndiaOrganization OverviewLilly IT builds and maintains capabilities using cutting edge technologies like most prominent tech companies. What differentiates Lilly IT is that we redefine whatu2019s possible through tech to advance our purpose u2013 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:u00A0 The Global IT Service Management Office leads the IT operational practices across the IT function. It seeks to deliver best-in-class IT services.u00A0u00A0 This team leverages process, advanced technology, analytics and people to enable operational transformations across the enterprise.Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form () for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.Lillyu00A0does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.#WeAreLilly