Service Delivery Lead - Global MES Manufacturing and Quality

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.

Service Delivery Lead – Global MES Manufacturing and Quality (P3)

Help us advance our purpose to make life-saving medicines that matter 

The Manufacturing and Quality (M&Q) Global Manufacturing Execution System (MES) Team is actively looking for a Service Delivery Lead to drive operational excellence in service delivery across our services. Are you passionate about manufacturing excellence and applying technology to make reliable and life-saving medicines? If so, bring YOUR skills and talents to Lilly where you’ll have the chance to create an impact on the lives of patients. 

Our broader M&Q IT organization leverages technology and analytics to transform, scale, and support manufacturing operational excellence and productivity. This team helps produce medicines using machine learning and robotic capabilities with some of the most sophisticated manufacturing technologies and rigorous quality standards.

Lilly IT builds and maintains capabilities. What differentiates Lilly IT is that we create new possibilities 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. 

What You’Ll Be Doing:

This dedicated Manufacturing & Quality IT position will be part of the Global MES team to deliver and support our MES services used across Lilly Manufacturing networks. The Service Delivery Lead is responsible to design, implement and manage the service level management process to deliver the end-to-end Tech@Lilly service at a level that supports the business need and requirements. The Service Delivery Lead is also responsible for developing strong relationships with internal service owners, service providers and third-party managers in Tech@Lilly organizations regarding the delivery of end-to-end services to support our business partners’ and end-users’ service needs.  This position will focus on the following key elements:

• Collaborate closely with Zone 2 MES Service Delivery Lead
• Manage relationship with 3rd party vendors and technology partners. 
• Partner with MES vendor(s) on investigations, upgrade roadmaps, and issues resolution
• Understand priority of the sites in terms of severity and criticality of the support process
• Work closely with cross-functional teams to ensure seamless integration and delivery. 
• Provide best practices for managing MES services aligned with business need
• Schedule and organize MES upgrades in agreement with the sites

How You’Ll Succeed:

• You will develop and manage MES Services aligned with business need
• Negotiate, agree, and maintain Service Level Agreements with site business partners
• Negotiate, agree, and maintain the Operational Level Agreements with internal tech providers
• Negotiate and agree on Service Level Requirements for any proposed new/developing services with site business partners and internal tech provider
• Gather, analyze, and formally communicate service performance metrics to ensure service is delivered in line with agreed service levels
• Implement and manage ongoing service improvement plans and activities 
• You will provide operational / support activities
• Facilitate Incidents resolution and root cause analysis in case of critical issues
• Escalate critical Incidents to Lilly Management
• Escalate and follow-ups critical Incidents with the Vendor
• Review support metrics with the vendor, in case taking appropriate actions
• Lead emergency patches release
• You will prepare and manage stabilization activities for new sites/new versions of MES
• Creates installation plans with sites and the vendor
• Prepare the stabilization phase and make sure that necessary level of support is in place
• Organizes and leads updates during stabilization phase
• You will design, implement, and manage service level management Lilly processes
• Review incidents and problems assigned to the team and make sure they are documented according to the applicable SOP and in compliance with service levels
• Provide accurate updates/changes to the Service Now Configuration Management Database (CMDB)
• Support the Periodic Review process (e.g., for INC and PRB analysis)
• Conduct annual reviews of the service level management process and negotiate and control any amendments necessary   
• You will be responsible for MES installations     
• Create and manage MES installation roadmap
• Coordinate upgrades with the site representative and the vendor
• Responsible for MES installation at the sites, including the related documentation

What You Should Bring:

• Strong analytical, & process improvement skills
• Good communication skills (written / oral)
• Project and/or service level management experience 
• Demonstrated understanding of the ITIL framework, certification is strongly preferred
• Experience with vendor management and contract negotiation
• Demonstrated ability to build relationships across diverse teams
• Demonstrated ability to communicate at different levels of the organization
• Knowledge of security, regulatory, and privacy requirements GXP) for Pharma industry

Basic Qualifications:

• Bachelor’s degree in Business Administration, Computer Science, Engineering, Computer Information or related field
• 2+ years of Information Technology experience 

Additional Information:

• Full-time position - 8-hour days, possible after-hour support
• On site presence 5 days a week (with flexibility for remote work 4 days per month)
• Some travel maybe required to other Lilly Manufacturing sites

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.

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