Process Manager for Request Fulfillment and Catalog Management
4 weeks ago
Tech@Lilly Service Management Process Manager for Request Fulfillment and Catalog Management
Assist 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 processes 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 the Request Fulfillment and Catalog Management processes to ensure efficient delivery of IT services. You will partner with the Request Fulfillment and Catalog Management Process Owner to implement, monitor, measure, train and improve these processes aligned with ITIL (Information Technology Infrastructure Library) frameworks. You will collaborate with service stakeholders across IT to maintain service quality, minimize and prevent service disruptions, and drive process execution excellence.
How Youu2019ll Succeed:
- Process Management and Execution and Optimization:u00A0
- Oversee the execution of Request Fulfillment and Catalog Management and ensure timely insights are provided to important stakeholders. u00A0
- Manage operational activities of these processes when additional expertise is needed, or a critical activity is in progress
- Monitor process performance and identify areas for improvement. u00A0
- Ensure alignment of Request Fulfillment and Catalog Management with ITIL best practices and organizational goals. u00A0
- Governance and Compliance:u00A0
- Enforce process standards, policies, and controls. u00A0
- Ensure compliance with regulatory, security, and organizational requirements. u00A0
- Audit these processes periodically and recommend corrective actions as needed. u00A0
- Collaboration and Stakeholder Engagement: u00A0
- Partner with IT teams and vendors to facilitate the Request Fulfillment and Catalog Management process execution. u00A0
- Communicate process changes and updates effectively across the organization. u00A0
- Act as the primary point of contact for escalations of process-related questions or issues. u00A0
- Continuous Improvement: u00A0
- Analyze process performance metrics, root causes of process execution issues, and trends.
- Participate in initiatives to improve/automate steps using tools and advanced technologies.
- Foster a culture of continuous improvement within the IT organization. u00A0
- Training and Knowledge Sharing: u00A0
- Provide training and support to IT services on the Request Fulfillment and Catalog Management processes and tools. u00A0
- Develop knowledge management practices to ensure accurate and up-to-date documentation. u00A0
- Reporting and Metrics:u00A0
- Track and report Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) compliance for Request Fulfillment and Catalog Management. u00A0
- Produce regular reports on process performance and service quality. u00A0
- Present findings and recommendations to the Request Fulfillment and Catalog Management Global Process Owner and senior leadership u00A0
What You Should Bring:
- Demonstrated Expertise in managing and improving ITSM processes. u00A0
- Analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to manage multiple priorities
- Familiarity with Agile, DevOps, or Lean methodologies. u00A0
- Strong project management skills
- Knowledge of service management industry best practices aligned to ITIL
- Ability to demonstrate and understand how to measure the processu2019s effectiveness and efficiency
- Ability to train and influence others to follow the processes
- Ability to organize others to execute effectively
- Knowledge of how Request Fulfillment and Catalog Management fits into a bigger picture (Service Management)
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- Agility and flexibility to address diverse business problems
- Ability to work with various data sources and data types
- Self-management skills with a focus on results for prompt and accurate completion of challenging work
Basic Requirements:u00A0
Bacheloru2019s degree in IT, Business, or a related field (or equivalent experience). u00A0
6+ years of experience in IT Service Management or a related roleu00A0
Experience managing and/or leveraging ITSM tools such as ServiceNow, Jira, or BMC Remedy
Strong knowledge of ITIL v3/v4 frameworks (ITIL certification preferred). u00A0
Additional Information:
- Travel Requirements: 5% or less
- Position location: Hyderabad, India
Organization Overview
Lilly 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
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Hyderabad, Telangana, India Lilly Full timeJob DescriptionTech@Lilly Service Management Process Owner for Request Fulfillment and Service Catalog ManagementAssist Tech@Lilly in becoming the most dynamic and effective Tech organization in the world.u00A0 As a Service Management Process Owner, you will manage critical processes required for world class operations. You will lead a team responsible for...
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