Service Delivery Lead - MQ IT

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work—but it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us. 

Responsibilities:

Lilly is growing, and we are building the Lilly Kenosha County site in Pleasant Prairie, Wisconsin, to deliver innovative medicines to patients around the world. Join us at the start of something big: a once-in-a-lifetime opportunity to help shape a state-of-the-art manufacturing site from the ground up.

 

This facility will put the latest technology to work, expanding Lilly's manufacturing capacity for parenteral (injectable) medicines, device assembly, and packaging operations. You will work with high-tech equipment and advanced, highly integrated, automated manufacturing systems, at a site designed with a focus on minimizing its impact on the environment.

 

As the Tech at Lilly Service Delivery Lead, you will oversee and manage the IT support at our Parenteral, Device Assembly, and Packaging Facility in Kenosha, Wisconsin. This position is critical in ensuring that all IT systems are maintained, supported, and continuously improved to achieve the aspirational goal of zero downtime.

 

Key Objectives/Deliverables:

• Manage external support resources to ensure uninterrupted services for the site-wide Manufacturing Execution System (MES), Extended Warehouse Management (EWM), and QC Lab systems.
• Implement and maintain a comprehensive knowledge base so that the IT support team can access relevant information and solutions for common issues.
• Ensure round-the-clock availability of IT support to address critical issues and minimize downtime. Manage the L1 on-call rotation schedule for support staff.
• Oversee the handling and resolution of IT incidents, ensuring timely and effective responses to minimize operational disruptions and ensuring that all support requests are efficiently logged, categorized, prioritized, and resolved within established SLAs.
• Follow best practices and change management processes to manage changes and updates to IT systems and services with minimal disruptions.
• Identify and implement opportunities to streamline support processes and reduce response and resolution times. Continuously improve IT support.
• Maintain high levels of customer satisfaction by delivering exceptional IT support to end-users and addressing their needs promptly.
• Implement quality control and quality assurance measures to ensure that IT support services meet or exceed established standards.
• Regularly monitor and report on the performance of the IT support function, including KPIs and customer satisfaction metrics
• Manage relationships with third-party vendors and suppliers to ensure their services align with the site's zero-downtime objective.
• Manage the budget for the IT support function, ensuring cost control and efficient financial planning.
• Align IT support operations with the site's overall business goals and objectives, with a strong focus on achieving zero downtime.

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 Basic Qualifications:

• Bachelor's Degree degree in Computer Science, Information Technology, Business Administration, or a related field is preferred.
• Handle changes and updates to IT systems and services with minimal disruptions, following best practices and change management processes.
• 5+ years delivering exceptional IT support to end-users and addressing their needs promptly..
• Authorization to work in the United States on a full-time basis. Lilly will not provide support for or sponsor work authorization or visas for this role, including but not limited to F-1 CPT, F-1 OPT, F-1 STEM OPT, J-1, H-1B, TN, O-1, E-3, H-1B1, or L-1

 

Additional Preferences

• Ensuring the reliable and secure operation of IT systems, including networks, servers, and storage, to minimize downtime and maximize productivity.
• Maintain high levels of customer satisfaction by delivering exceptional IT support to end-users and addressing their needs promptly.
• Ensure round-the-clock availability of IT support to address critical issues and minimize downtime. Implement an on-call rotation schedule for support staff.
• Oversee the handling and resolution of IT incidents, ensuring timely and effective responses to minimize operational disruptions. Ensuring that all support requests are efficiently logged, categorized, prioritized, and resolved within established SLAs.
• Identify and implement opportunities to streamline support processes and reduce response and resolution times. Continuously improve IT support.
• Implement and maintain a comprehensive knowledge base for the IT support team to access relevant information and solutions for common issues.
• Implement quality control and quality assurance measures to ensure that IT support services meet or exceed established standards.
• Regularly monitor and report on the performance of the IT support function, including KPIs and customer satisfaction metrics.
• Manage relationships with third-party vendors and suppliers to ensure their services align with the site's zero-downtime objective.
• Manage the budget for the IT support function, ensuring cost control and efficient financial planning.
• Align IT support operations with the site's overall business goals and objectives, with a strong focus on achieving zero downtime.

 

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 (AMECA), Black Employees at Lilly (BE@Lilly), Chinese Culture Network (CCN), EnAble, Evolve, Lilly Indian Network (LIN), Organization of Latinx at Lilly (OLA), Pride (LGBTQ+ Allies), Veterans Leadership Network (VLN) and Women’s Initiative for Leading at Lilly (WILL).

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location.  The anticipated wage for this position is

$66,000 - $154,000

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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