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.

Job Description

The Information Technology Group is looking for an experienced Service Delivery Leader in support of site manufacturing operations. Lilly employees embrace Operational Excellence in everything we do, to achieve our mission of Making Medicine with Safety First & Quality Always; following our common purpose under TEAM Lilly and our Manufacturing Standards to deliver a reliable supply of medicine for people around the world.

What You will Be Doing:

The purpose of the Service Delivery Leader is to provide leadership and program ownership of IT site-wide shared services organizations including Multi-Tiered Support, Escalation Management, Change Management, Incident Management, Lifecycle Management, and Cyber-Security. The Service Delivery Leader (SDL) will partner with the IT leaders to ensure services are optimized to meet the needs of the Lilly Branchburg site and Operational Excellence in IT. The SDL will be a core member of the Site IT Lead Team.

How you will Succeed:

• Provides oversight for all aspects of IT Operations including Multi-Tiered Support, Escalation Management, Change Management GxP and Non-Gxp, Incident Management, Lifecycle Management, and Cyber-Security.
• Oversee third party relationships with key vendor partners.
• Deploy standardized processes as a foundation to continuously improve IT services.
• Leverage knowledge management concepts and tools to streamline Incident & Change Management services.
• Ensure Lilly information assets are protected from malicious content and access to information is restricted to authorized personnel only.
• Recommend and prioritize automated solutions to address recurring issues in supported business areas.
• Support team in executing with precision, speed, and simplicity, ensuring compliance with Computer Systems Validation policies, standards, procedures, and practices. Train and assist business users in proper use of applications and computerized systems.
• Act as lead investigator for issues deemed to have a system root cause, working with Technical SMEs, functional area SMEs and vendors to identify solutions.
• Foster professional and inclusive behavior, invite new ideas and differing perspectives among team members, assuring an on-going positive relationship with the customers and other members of the IT organization. Inspire and recognize teamwork.
• Serve as a liaison between local and corporate systems groups, cross-functional or cross-site teams, as requested, interfacing with system owners, IT, Quality Control, Quality Assurance, Manufacturing, Automation Engineering, vendors and other relevant functional areas. Build enterprise and cross-site connections to ensure integration and results.
• Oversee the delivery of IT services defined in the Service Level Agreements (SLAs), to ensure the consistent delivery of a high quality service in an effective and timely manner.
• Monitoring IT support functions to identify issues and needs to implement improvement activities wherever necessary.
• Define and track service metrics to assess services performance and to improve, and refine services wherever necessary. Define and provide regular reports on performance of the SLAs.
• Stay active and current in business technology trends, direction and innovation related to business process and technology service areas of focus by participating in external forums, conferences and other venues as necessary.
• Coordinate the development, training, and exercise of a disaster recovery/business continuity plans
• Maintain understanding of Lilly, the pharma industry, and Branchburg operations enabling more effective partnership with the areas we support, continuously improving in the areas of most need, and driving competitive advantage.

What you should bring:

• Basic understanding/experience supporting IT platforms and databases (Oracle, SQL, etc.), operating systems (Windows, etc.), and Cisco Infrastructure. Basic understanding of CSV (Computer system Validation) & SDLC deliverables.
• Ability to work on multiple concurrent project initiatives.
• Strong customer orientation and able to manage customer expectations.
• Good financial and people leadership skills
• Experience with managing external (vendor, consultant) business partners.

Basic Requirements:

• BS/BA in Computer Science, Information Technology or related technical field
• Minimum of 3+ years of Leadership experience
• Previous military experience required

Additional Preferences:

• Effective problem-solving and analytical skills to resolve operational problems.
• Excellent written and verbal communication skills with the ability to develop and present both business and technical presentations.
• Ability to build relationships across dimensions of difference, ask questions & invite others to contribute.
• Speak up with ideas, concerns & to ensure safety of others.
• Demonstrated learning agility, and ability to think creatively, try new ideas and apply learnings.
• Highly motivated, enthusiastic to learn and share ideas and solutions effectively with management and colleagues.
• Strong collaboration with colleagues at all levels.
• Demonstrate courage & integrity.
• Demonstrated success in influencing without authority.
• Strong customer service and teamwork oriented.
• Ability to take initiative, to be assertive, to lead by example and to build high-quality relationships.
• Highly flexible, adapting to changes in priorities, requirements and processes is required.
• Working knowledge of Lean/Agile processes and project management methodologies.

Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively "Lilly") are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( Lilly_Recruiting_C[redacted] ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. 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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