Assciate Director - ServiceNow Platform & Operations

Job description

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work—but it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us. Associate Director – ServiceNow Platform & Operations **Level:** M1 **Location:** India (Hyderabad / Bengaluru) **Travel:** 0–10% About Lilly At Lilly, everything we do starts with patients. We unite caring with discovery to make life better for people around the world. Headquartered in Indianapolis, Indiana, our global team of over 50,000 employees work with urgency and purpose to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. We bring our best to this work because people depend on it. If you're driven by purpose and determined to make a meaningful difference for patients, we invite you to bring your skill and your commitment to Lilly. About Tech@Lilly At Lilly, technology is not a support function. It is how a global medicine company operates, innovates, and delivers. Lilly in Hyderabad builds the capabilities that make this possible, cloud platforms, AI systems, and automation at enterprise scale, all in service of a purpose that makes this technology work genuinely distinctive, from advancing drug discovery to enabling connected clinical trials to keeping a global medicine company running at the standard patients deserve. **About the Team:** The Global Service Management (GSM) team manages Lilly's enterprise ServiceNow platform (Optimus), enabling our 69,000+ global workforce to work more effectively. We deliver and operate scalable ITSM capabilities — spanning Incident, Problem, Change, Request, Asset, and Configuration Management — and are actively building toward automation, agentic AI, and a platform-first operating model. The team partners closely with the Service Management Office (SMO), cybersecurity, architecture, and business stakeholders across Tech@Lilly. **What you'll be doing:** As the Associate Director for ServiceNow Platform & Operations, you will operate as a People, Delivery, and Transformation Leader — trusted to lead complex initiatives, develop talent, and ensure the platform consistently delivers enterprise value. You will cut through ambiguity, drive disciplined execution, and shape how the platform evolves to meet Lilly's 2026 objectives while reinforcing strong governance and operational rigor. **How You Will Succeed:** - Lead platform delivery. Own the ServiceNow development lifecycle — requirements, build, test, and release — across ITSM modules including Incident, Problem, Change, Request, Catalogue, HAM, and CMDB. - Drive operational health. Own platform stability, SLA performance, and ITSM operational metrics. Lead root cause analysis, gap resolution, and continuous improvement across all process areas. - Build and manage a team. Lead platform engineers and operations specialists in India through coaching, performance management, career development, and recognition. - Enable innovation. Drive automation, self-service, and agentic patterns to reduce manual effort and enable shift-left outcomes. Support the evolution toward a Human + Agentic operating model, ensuring new capabilities are introduced responsibly and deliver measurable value. - Govern and prioritize. Reinforce intake discipline, capacity-aware planning, and compliance with Lilly quality and security standards. Surface risks early and drive clear decisions. - Influence across the enterprise. Partner with SMO, Digital Core, Architecture, Cyber, and global platform teams. Represent the India platform organization in cross-functional forums. - Continuous improvement — Stay current with ServiceNow features, Agentic AI developments, and industry trends **What You Will Bring:** - Technical depth in ServiceNow platform development and operations management - Proven ability to lead both delivery and operations teams with clear prioritization - Experience building ITSM operational health frameworks — metrics, gap analysis, and improvement tracking - Strong people leadership with a track record of developing high-performing India-based teams - Experience driving automation and AI/agentic adoption on enterprise ITSM platforms - Strong communication skills — ability to translate technical topics clearly for all audiences - Familiarity with OCM practices to drive adoption at scale - High curiosity, learning agility, and genuine passion for emerging technology - Proactive mindset with the ability to challenge the status quo and drive timely, well-reasoned decisions **Basic Qualifications:** - Education: Bachelor's degree in Computer Science, Information Technology, or a related field - Experience: 10+ years in IT, with strong focus on ServiceNow platform development and/or ITSM operations - Leadership: 5+ years managing technical teams - Technical Skills: Proficiency in ServiceNow scripting (JavaScript, GlideScript), Flows, IntegrationHub, REST/SOAP APIs - Strong knowledge of ITIL v3 or v4 frameworks - Demonstrated experience in a regulated industry, including compliance with SOPs and quality standards - Experience with Agentic AI development — familiarity with Now Assist, AI agents, and agentic workflow design on the ServiceNow platform **Additional Skills/Preferences:** - ServiceNow CSA, CIS, or equivalent certification - ITIL v4 certification - Experience with Agile/DevOps methodologies (Scrum, Kanban, SAFe) - Exposure t