Eli Lilly

Associate Director- Automation Portfolio and Business Enablement

Eli Lilly • $129K — $189K *
Indianapolis, IN 46227In-Person
Pharmaceuticals & Biotech
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in Computer Science, Information Technology, Business, Engineering or related field.
  • 7-10+ years in IT service management, product management, or technology portfolio management.
  • Familiarity with ITSM practices and service management governance.
  • Strong stakeholder management experience across multiple functional teams.
  • Experience in developing portfolio governance routines and prioritization frameworks.

Responsibilities

  • Maintain a prioritized portfolio of automation and agentic support opportunities.
  • Identify and analyze demand patterns and support pain points for Tier 0/Tier 0.5 transformation.
  • Define business rationale and expected outcomes for automation use cases.
  • Develop a transparent prioritization model balancing business impact and feasibility.
  • Lead business adoption planning for automation solutions to ensure sustained usage.

Benefits

  • Opportunity to partake in cutting-edge technology applications in healthcare.
  • Participation in an innovative environment focused on transforming support experiences.
  • Collaboration with a diverse group of experts across the organization.
  • Flexibility in work arrangements with a focus on outcomes.
  • Support for professional development and skill enhancement.
Full Job Description
This role is accountable for accelerating Technology at Lilly's transition to autonomous support by owning the automation portfolio, business prioritization, stakeholder alignment, adoption strategy, and benefit realization for AI-enabled and agentic support capabilities. The role ensures that automation and agent investments are focused on the highest-value opportunities and deliver measurable improvements in service experience, manual-effort reduction, and Tier 0/Tier 0.5 adoption.

This role accelerates the transition to autonomous support by converting operational demand, business pain points, and service insights into a governed, value-based automation portfolio for execution teams to deliver. The primary focus will be to prioritize what should be automated, why it matters, and how success will be measured to enable business adoption and value realization.

What You'll Do

Automation Portfolio & Use Case Prioritization
  • Establish and maintain a prioritized portfolio of automation, agentic support, self-service, runbook-conversion, and Tier 1 deflection opportunities.
  • Identify demand patterns, recurring support pain points, service desk volumes, and manual-work hotspots that represent high-value opportunities for Tier 0/Tier 0.5 transformation.
  • Define the business rationale, expected outcomes, relative value, and adoption path for each candidate use case before it is submitted for technical delivery.
  • Create a transparent prioritization model that balances business impact, service experience, feasibility, readiness, and measurable benefit potential.
  • Serve as the single business-facing front door for automation demand to reduce fragmented requests and help execution teams focus on the highest-value work.

Governance, Decision Rights & Portfolio Discipline
  • Define governance routines for automation intake, portfolio review, investment sequencing, and benefit tracking for consistent prioritization of automation work.
  • Maintain standards for use-case readiness, expected benefits, stakeholder ownership, adoption requirements, and business acceptance criteria.
  • Provide portfolio transparency so leaders understand what is being automated, why it matters, what value is expected, and where adoption risk exists.

Adoption, Change Enablement & Stakeholder Alignment
  • Lead business adoption planning for automation and agent-enabled support capabilities so delivered solutions are used, embedded, and sustained after deployment.
  • Partner with operations leaders, application support teams, service owners, business stakeholders, and India execution teams to align on outcomes, readiness, communication needs, and adoption measures.
  • Translate operational pain points and stakeholder needs into clear business requirements, value hypotheses, and adoption plans for execution teams.
  • Identify change barriers that could limit utilization of automated capabilities and coordinate the actions needed to improve adoption.
  • Create clear narratives that explain how automation investments improve user experience, reduce manual work, and accelerate the shift from human-assisted support to autonomous support.

Benefit Realization & Outcome Measurement
  • Define and track business-value measures for the automation portfolio, including Tier 0/Tier 0.5 adoption, reduced manual effort, ticket deflection, improved user experience, productivity gains, and greater utilization of delivered capabilities.
  • Partner with operations and data teams to compare expected benefits with realized outcomes and identify where additional adoption or process changes are needed.
  • Develop executive-facing scorecards and value stories that show how automation investments are improving support demand, experience, and productivity.
  • Use measured outcomes to refine the portfolio, retire low-value work, and redirect capacity toward the most impactful autonomous-support opportunities.

Partnership with Operations, SRE & Agentic Engineering
  • Partner with the centralized Service Reliability and Operations M2 leader to convert operational demand and support trends into transformation opportunities without assuming ownership of run-state operations.
  • Partner with SRE to identify reliability-adjacent opportunities where autonomous support, self-service, or process simplification can reduce support demand and complement technical reliability improvements.
  • Partner with Agentic Engineering and automation execution teams by providing a prioritized, business-validated backlog and clear success criteria, while those teams maintain accountability for build, test, deployment, and technical delivery.


How You'll Succeed

Strategic Portfolio & Business Prioritization
  • Demonstrated ability to convert operational demand, stakeholder pain points, and service data into a clear, value-based automation portfolio.
  • Strong judgment to prioritize high-impact opportunities and sequence work based on business value, adoption readiness, risk, and execution capacity.
  • Ability to create clarity where multiple stakeholders have competing priorities or different definitions of value.

Adoption, Governance & Value Realization
  • Proven ability to move work from strategy into sustained adoption, ensuring that delivered capabilities are used and measurable benefits are realized.
  • Experience defining governance mechanisms, decision frameworks, scorecards, and value measures that improve portfolio discipline and leadership confidence.
  • Ability to communicate value in outcomes-based terms, including reduced manual effort, improved user experience, ticket deflection, and Tier 0/Tier 0.5 adoption.

Cross-Functional Influence
  • Ability to influence across Operations, Service Management, SRE, Application Support, engineering, platform, and business stakeholder groups without relying on direct reporting authority.
  • Strong facilitation skills to align stakeholders around business problems, adoption needs, decision rights, and expected outcomes.
  • Comfort operating as a senior individual contributor or associate-level transformation resource embedded in a broader operating model.


Your Basic Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, Business, Engineering, or a related technical engineering or business field.
  • 7-10+ years of experience in IT service management, product management, business operations, automation enablement, digital transformation, or technology portfolio management.
  • Experience with ITSM practices, support tiering models, automation concepts, AI-enabled service capabilities, and service management governance.
  • Strong stakeholder management experience with the ability to align business, operations, engineering, SRE, and service management teams around shared outcomes.
  • Experience developing practical portfolio governance routines, prioritization frameworks, metrics, and adoption scorecards.


What You Should Bring:

  • Experience translating operational data, support demand, stakeholder needs, and process friction into prioritized improvement opportunities.
  • Demonstrated experience with business case development, benefits tracking, adoption planning, and executive-level value communication.
  • Familiarity with ITSM practices, support tiering models, automation concepts, AI-enabled service capabilities, and service management governance.
  • Strong stakeholder management skills with the ability to align business, operations, engineering, SRE, and service management teams around shared outcomes.
  • Strong written and verbal communication skills, with the ability to explain automation and AI-enabled support outcomes in clear, non-technical business language.
  • Experience influencing without direct authority and driving measurable outcomes through cross-functional partnership.
  • A bias for measurable impact, simplified support experiences, and continuous movement of work from human-assisted support to autonomous support where appropriate.


Additional Information:

Lilly may provide support for or sponsor work authorization or visas for this role for internal applicants only.

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 what's possible through tech to advance our purpose - 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.

#WeAreLilly

About Eli Lilly

ICOS Corporation is a biotechnology company that engages in the discovery, development, and commercialization of therapeutic products. It is engaged in the commercialization of treatments for unmet medical conditions, such as benign prostatic hyperplasia, hypertension, pulmonary arterial hypertension, cancer, and inflammatory diseases. It is the developer of a treatment known as Cialis (tadalafil), a product for the treatment of erectile dysfunction through its joint venture with Eli Lilly and Company in North America and Europe. It is also engaged in contract manufacturing services for third parties. It is in a strategic alliance with Solvay Pharmaceuticals, Inc. ICOS Corporation was established in 1989, based in Bothell, Washington. It is currently operated by Eli Lilly and Company.

Eli Lilly Careers

Joining Eli Lilly offers an unparalleled opportunity to become part of a leading global team dedicated to creating a healthier future. As a company revered for its commitment to innovation and leadership in the pharmaceutical industry, Eli Lilly is where your professional journey can flourish. Work You’ll Do At Eli Lilly, we are passionate about transforming patient care and advancing medical innovation. Our team at Eli Lilly is at the forefront of developing groundbreaking solutions in healthcare. By joining us, you will collaborate with some of the brightest minds in the industry, using cutting-edge technology to make real-world impacts. Lead with Innovation and Leadership Eli Lilly stands out in the marketplace by integrating deep industry expertise with robust research and development efforts. We are looking for professionals who are eager to drive change and lead the way in developing therapeutic breakthroughs. Explore Job Opportunities and Growth Eli Lilly offers a variety of career paths, including full-time positions and internships, across multiple functions such as research, marketing, IT, and sales. Whether you are a seasoned professional or a recent graduate, Eli Lilly provides an environment that promotes career growth and learning opportunities. Our commitment to diversity and leadership training ensures that every employee can achieve their potential. Be Part of Our Team Our team at Eli Lilly is committed to excellence and driven by a mission to improve lives. Employees enjoy a supportive culture that values collaboration, creativity, and diversity. We believe that a diverse workforce fosters innovation and helps us better connect with the communities we serve. Benefits and Culture Eli Lilly is dedicated to supporting our employees, offering competitive benefits, wellness programs, and comprehensive health care. Our culture is built on a foundation of respect, integrity, and quality, making Eli Lilly not just a great place to work, but a community to grow with. Networking and Professional Development Eli Lilly encourages continuous professional development and networking. With access to various training programs and mentorship opportunities, employees can enhance their skills and advance their careers. Our leadership is committed to nurturing talent through effective training and development strategies. Join Our Team Discover the exciting job opportunities at Eli Lilly by exploring open positions that match your skills and interests. We are continuously hiring and looking for individuals who are passionate, innovative, and ready to contribute to our mission of making life better for people around the globe. Stay Connected Keep up to date with the latest at Eli Lilly by following our careers blog. Gain insights from industry leaders and get tips on everything from crafting the perfect resume to preparing for your interview. Eli Lilly is not just a company—it's a place where you can make a difference. Explore the positions available and find out how your talents can help change the world. SEARCH ELI LILLY JOBS Stay ahead in your career with Eli Lilly, where innovation, leadership, and a commitment to diversity and growth lead the way to future advancements.
Learn more about Eli Lilly
Size
35,000 employees
Market Cap
$344.2 billion
Industry
Pharmaceuticals & Biotech
Net Income
$6.1 billion
Founded
1876
5 Year Trend
+5.9%
Revenue
$24.5 billion
NASDAQ
LLY
* Ladders Estimates

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