At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world. Come help make the Lilly conference room experience world class! The Workforce Collaborations Services team is actively looking for an experienced Operations Lead. Do you believe all meeting room systems should be reliable, secure, and user-friendly, supporting organizational collaboration and productivity? If so, bring YOUR skills and talents to Lilly where you’ll have the chance to create an impact on the lives of patients. **What You’ll Be Doing:** Step into the dynamic role of Meeting Room Technology Operations Lead & Vendor Manager, where you drive innovation and ensure flawless operations for modern meeting technologies across the globe at Tech@Lilly. You champion systems that are reliable, secure, and effortlessly intuitive, making collaboration and productivity soar. By using your expertise in ITIL principles and a results-driven attitude, you fuel continuous improvements, energize vendor partnerships, and make ambitious technology decisions that propel our business forward. **How You’ll Succeed:** Operations Management: + Be responsible for day-to-day operations of meeting room technologies, including AV systems, conferencing platforms, scheduling solutions, digital signage, and associated hardware and software. + Coordinate routine maintenance, upgrades, incident management, and service requests to ensure optimal room availability and performance. + Develop, implement, and monitor operational procedures in line with ITIL best practices, focusing on service delivery, incident response, and problem resolution. + Track, analyze, and report on key performance metrics such as uptime, resolution time, user satisfaction, and room utilization. Service Improvement: + Drive continuous improvement initiatives for meeting room technologies, including proactive monitoring, capacity planning, and the adoption of innovative solutions. + Facilitate regular service reviews, root cause analysis, and post-incident reporting to identify improvement opportunities. + Engage team members to gather feedback and translate insights into actionable enhancements. + Champion user training programs and self-service resources to increase adoption and reduce support tickets. Vendor Management: + Partner with System Integration Lead to provide end-to-end vendor management for third-party providers of AV hardware, conferencing tools, integration services, unique AV solutions in common spaces, and related solutions. + Develop and implement vendor selection, onboarding, performance review, and contract renewal processes. + Monitor and report on vendor service levels, escalate issues, and enforce accountability for delivery against agreed outcomes. + Foster strategic vendor partnerships to drive innovation and achieve cost efficiencies. ITIL Governance: + Embed ITIL processes—incident, problem, change, and release management—throughout meeting room technology operations and vendor interactions. + Ensure documentation of all operational activities, configurations, changes, and incidents in the organization’s ITSM platform. + Maintain compliance with audit requirements, security protocols, and regulatory standards relevant to meeting room technologies. Stakeholder Engagement: + Serve as the main point of contact for office personnel, site service leaders, facilities teams, IT support, and end-users regarding meeting room technology concerns and initiatives. + Collaborate with business units to align technology capabilities with evolving needs and organizational goals. + Communicate service status, planned upgrades, outages, and changes to partners in a transparent, timely manner. **What You Should Bring:** + Demonstrated expertise in AV systems, conferencing platforms, unified communications, and meeting room scheduling solutions. + Proven track record implementing ITIL processes and driving service improvement initiatives. + Strong negotiation, contract management, and vendor performance assessment skills. + Superb communication, leadership, and interested party management abilities. + Analytical outlook with experience using KPIs and data insights for decision making. + Experience with cloud-based collaboration platforms (e.g., Microsoft Teams, Zoom, Cisco Webex). + Familiarity with enterprise ITSM systems (e.g., ServiceNow, Jira Service Management). + Knowledge of security and compliance requirements for AV and collaboration technologies. + Ability to manage multiple projects and priorities in a dynamic environment. + Customer-centric attitude with an understanding of user experience design and adoption strategies. + Proficiency in root cause analysis and service optimization methodologies. + Ability to deliver results under tight deadlines and changing requirements. **Basic Requirements:** + Bachelor’s Degree in Computer Science, Information Technology, or related technical field + Minimum 5 years’ experience managing technology operations or vendor relationships, preferably in a corporate or enterprise environment. **Additional Information:** + Position requires Occasional Travel + Position located in Indianapolis, Indiana working in a hybrid model **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, The Global Information and Services Tech team is at the forefront of digitalization to enable and advance the entire company, with increased productivity and best-in-class Customer experiences. This team provides a robust and sustainable infrastructure of hardware, software and services that are critical to enable our global workforce and business to operate and transform. As leaders in technology and understanding business requirements and challenges, this team defines and leads the overall company technology strategy. 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 ( https://careers.lilly.com/us/en/workplace-accommodation ) 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. Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status. Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ+ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups. Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is $63,750 - $145,200 Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees. \#WeAreLilly