Operations User Experience

At Elanco (NYSE: ELAN) – it all starts with animals!

As a global leader in animal health, we are dedicated to innovation and delivering products and services to prevent and treat disease in farm animals and pets.

We’re driven by our vision of ‘Food and Companionship Enriching Life’ and our approach to sustainability – the Elanco Healthy Purpose™ – to advance the health of animals, people, the planet and our enterprise.

At Elanco, we pride ourselves on fostering a diverse and inclusive work environment.

We believe that diversity is the driving force behind innovation, creativity, and overall business success.

Here, you’ll be part of a company that values and champions new ways of thinking, work with dynamic individuals, and acquire new skills and experiences that will propel your career to new heights.

Making animals’ lives better makes life better – join our team today!

Reporting to the ITSM Lead this role leads the strategy and optimization of Elanco's global end-user support experience across all channels.

This includes defining the strategic direction for the outsourced Service Desk, internal Technical Support teams, (virtual) agent support and other end-user facing channels.

The focus is on driving innovation, standardization, and AI integration to improve effectiveness, efficiency, and user satisfaction.

Your Responsibilities:  
TechOps is responsible for all IT Infrastructure, Client Services, and Global & Site Operations across the enterprise.

We leverage modern technologies to build for the future and empower Elanco employees to build amazing things.



* Define and champion the strategic vision for Elanco's global end-user support experience, ensuring alignment with IT and business goals.


* Lead the development and implementation of a multi-year roadmap for end-user support, incorporating best practices, emerging technologies, and user-centric design.


* Establish KPIs and metrics to measure the effectiveness of the end-user support strategy and track progress.


* Oversee the outsourced Service Desk provider, ensuring service delivery meets or exceeds SLAs and continuously improves.


* Optimize Service Desk & Major Incident processes, leveraging automation, AI, and other technologies to improve efficiency and user experience.


* Oversee & guide programs to enhance Technical Support effectiveness, including training, knowledge management, and process optimisation.


* Consider what adaptations in processes are required for VIP support


* Lead the exploration and implementation of AI solutions (chatbots, virtual assistants) for proactive and efficient support.


* Develop automation strategies to streamline support processes, deflect requests, and personalize user experience leveraging Personas


* Stay current on industry trends and emerging technologies in end-user support, identifying innovation opportunities.


* Collaborate with global IT teams, business stakeholder...