Senior Manager – Service Management Process Owner for Problem and Knowledge

Key Responsibilities

Ownership and Accountability:

• Act as the primary owner and authority for the assigned Problem and Knowledge process
• Define process objectives, policies, and standards to align with business and IT strategies.
• Ensure process compliance and address non-conformance through corrective actions.

Process Design And Implementation

• Develop and maintain Problem and Knowledge process workflows, roles and responsibilities.
• Collaborate with stakeholders to design processes that meet business needs.
• Drive the implementation of ITSM tools and automation to support process efficiency.

Governance And Continuous Improvement

• Define, monitor and analyze process performance using Key Performance Indicators (KPIs) to drive data driven business cases.
• Identify areas for improvement and lead initiatives to enhance process effectiveness.
• Develop business cases for improvements
• Ensure the process and tools evolve to meet changing organizational requirements and industry trends.

Collaboration And Stakeholder Engagement

• Partner with Problem and Knowledge Process Managers, IT teams, and business leaders to ensure effective process execution.
• Provide guidance and support to Problem and Knowledge managers, resolving escalations as needed.
• Communicate process changes, updates, and outcomes to relevant stakeholders.

Training And Knowledge Management

• Develop and deliver training materials to educate staff on problem and knowledge workflows, tools and process value.
• Maintain up-to-date process documentation, including policies, procedures, and workflows.
• Promote a culture of process adherence and continuous learning.

Reporting And Insights

• Define and measure process success metrics
• Prepare regular reports on Problem and Knowledge process performance and improvement initiatives.
• Present insights and recommendations to senior leadership, especially issue trends and area needing improvement.

Coaching and Leadership

• Direct and Coach Process Managers for Problem and Knowledge ensuring the process oversight responsibilities are being conducted appropriately.
• Serve as an escalation point for process issues and questions
• Drive performance conversations and measurements

Qualification & Requirements

What You Should Bring

• Exceptional problem-solving and analytical skills.
• Strong communication and collaboration abilities to engage with diverse stakeholders.
• Familiarity with Agile, DevOps, or Lean methodologies
• Strategic and customer-focused mindset.
• Strong organizational and prioritization skills.
• Ability to influence and lead cross-functional teams.
• Proficiency in data analysis and performance reporting
• Experience with defining, monitoring and improving global/enterprise processes
• Knowledge of service management industry best practices
• Previous experience with service ownership and/or leadership in the execution of this process with demonstratable impact
• Ability to demonstrate and understand how to effectively measure the process effectiveness and efficiency
• Ability to train and influence others to follow the process
• Skills and experience with leading a team
• Experience with and skilled in Organizational Change Management
• Knowledge of how your process fits into a bigger picture (Service Management)
• 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
• Experience in IT Operations, Service Delivery, or IT Governance.
• Strong project management skills (PMP or similar certification is a plus).
• Proven ability to lead process improvement initiatives and manage change effectively.

Basic Requirements

• Bachelor’s degree in IT, Business Administration, or a related field (or equivalent experience)
• 9+ years of experience in IT Service Management or a related discipline.
• Proven track record in managing or owning the Problem and Knowledge processes
• Strong knowledge of ITIL v3/v4 frameworks demonstrated by ITIL certification
• Experience with ITSM tools such as ServiceNow, Jira, or BMC Remedy.
• 4+ years of experience leading Services/teams or service management process execution

Benefits

Eli Lilly Cork offers a premium workspace across our campus in Little Island, complete with flexible hybrid working options, healthcare, pension and life assurance benefits, subsidised canteen, onsite gym, travel subsidies and on-site parking. Inhouse People Development services, Educational Assistance, and our ‘Live Your BEST Life’ wellbeing initiatives are just some of the holistic benefits that enhance the career experience for our colleagues.