Associate Director, Global Learning Solutions Service Manager

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.

This position is part of the Global Learning Solutions team in Global Learning & Development (L&D). The team leads multiple enterprise-wide learning technology platforms, learning data, and centralized learning processes, and the external vendors who provide services related to those processes. This position has primary oversight responsibility for the outsourced administration and operational services, coordination of corporate initiative training, central L&D liaison for Corporate Audit Services and general inspection and audit response, and enterprise-wide learning merger and acquisition support.

Responsibilities:

Service Management

Lead the day to day oversight of vendor performance for designated L&D services, including LIM (Learning Information Management), DS (Delivery Support), LRM (Learning Request Management, including content management) and LHELP (Learner Help), or other services as needed. Including:

• Oversight and management of service level agreements (LIM, LRM, DS, LHelp)
• Oversight and coordination of strategic improvements to services, processes and client relationship
• Financial management and tracking of enterprise service with multi-million dollar annual spend - monthly invoicing and quarterly charge backs, PO’s, and bank details.
• Ensure service quality by the vendor, including but not limited to participating in and coordinating QERs (Quality Enhancement Reports) and associated CAPAs (Corrective Actions Preventive Actions)
• Handle and ensure issue resolution
• Provide support to vendor and identify solutions when Lilly L&D/business areas having challenging perspectives, needs, and priorities
• Manager vendor roles for Beeline management, entitlements, Group Manager Access, and MyAccess approvals
• Lead the vendor/Lilly operational reviews, quality agreement management, and ensure contractual requirements are being met
• Lead contract renewals and changes based on L&D needs, in collaboration with procurement, legal, and other stakeholders

Process Ownership or Subject Matter Expertise

Provide business support related to audits, mergers and acquisitions and assignment profiles and influence process improvements based on what is learned with the business.

• As designated, serve as the primary owner/point of contact for one or more subject areas or processes. These assignments will vary from person to person and change over time.
• Understand designated learning processes; including global rules, acceptable functional variations, system functionality supporting the process and associated administrative processes
• Author/own rules and guideline documents and job aids related to designated processes; routinely review and update documents
• Liaise with Corporate Audit Services, provide business area support for CAS and other audit and inspection activities and coordinate regular enterprise-wide L&D Audit Readiness Forum to improve Lilly L&D inspection-readiness and response
• Central point of contact for learning activities associated with mergers and acquisitions; coordinate with central HR, business L&D teams, and acquired L&D teams as needed
• As needed, partner with business areas to understand learning needs in their function/affiliate/site to be able to represent those needs in system, data and learning process decisions; recommend local process improvement opportunities where appropriate
• Direct areas supported to use GLS support model for issue resolution and support materials for education/mentorship; Where needed, connect functional L&D with other SMEs and/or Service Managers to provide support and to influence continuous improvement

Additional Responsibilities

• Collaborate with business area Learning & Development, fellow GLS team members, internal partners and external suppliers as appropriate to initiate and execute continuous improvement projects
• Oversee GLS-managed training facilities in Lilly Corporate Center, including monitoring utilization and ensuring proper upkeep in partnership with vendor and facilities management
• Lead and as needed provide support for GLS objectives and projects, including testing and data activities, issue coordination and resolution
• Lead and as needed provide support for Global Services L&D objectives and projects

Basic Requirements:

• Bachelor’s degree
• 5+ years’ experience with learning & development, data/information and related business processes/systems
• Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for this position

Additional Skills/Preferences:

• Experience leading 3rd party or internal service teams
• Experience with LMS and other learning technologies
• Meaningful experience in data stewardship
• Ability to influence without direct authority
• Ability to manage complex processes/systems
• Experience working globally
• Ability to manage escalations and bring people together for resolution
• Experience using Microsoft OfficeQuality systems knowledge and experience, including audit response
• Service and continuous improvement mindset and approach
• General business acumen
• Experience leading teams
• Experience with mergers and acquisitions
• Curriculum and content design/development

Additional Information:

• Minimal travel; no more than 5%
• Flexibility required to work with colleagues across global time zones as needed

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 an EEO/Affirmative Action Employer and does 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.

Our employee resource groups (ERGs) offer strong support networks for their members and help our company develop talented individuals for future leadership roles. Our current groups include: Africa, Middle East, Central Asia Network, African American Network, Chinese Culture Network, Early Career Professionals, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinos at Lilly, PRIDE (LGBTQ + Allies), Veterans Leadership Network, Women’s Network, Working and Living with Disabilities. Learn more about all of our groups.

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