Associate Director - ServiceNow Platform & Operations

Operate as a People, Delivery, and Transformation Leader (Level M1) managing Lilly's global enterprise ServiceNow platform (Optimus) supporting 69,000+ global workforce users.

Lead end-to-end platform delivery lifecycle (requirements, build, test, and release) across core ITSM modules including Incident, Problem, Change, Request, Service Catalogue, Hardware Asset Management (HAM), and Configuration Management Database (CMDB).

Lead, coach, mentor, and develop a high-performing technical team of ServiceNow platform engineers and operations specialists located in India.

Own enterprise platform stability, SLA performance, and ITSM operational metrics across all global operational workflows.

Conduct root cause analysis (RCA), gap resolution, and continuous improvement initiatives across all IT process areas.

Reinforce intake governance, capacity-aware backlog planning, and strict adherence to SOPs, quality assurance, cybersecurity, and pharmaceutical compliance standards.

Partner with the Service Management Office (SMO), Digital Core, Enterprise Architecture, Cyber Security, and global business stakeholders.

Drive the evolution toward a 'Human + Agentic' operating model by integrating Now Assist, AI agents, and agentic workflows into enterprise ITSM processes.

Spearhead automation, shift-left capabilities, and self-service expansion to drastically eliminate manual effort and enhance employee experience.

Monitor industry advancements in Agentic AI and enterprise platform engineering to align with Lilly's strategic innovation targets.