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.

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.

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 at 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 at 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

• 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…