Service Delivery Lead - Vault Quality; QMS​/Qdocs & Integrations

Position: Service Delivery Lead - Vault Quality (QMS/Qdocs) & Integrations
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.

Lilly's

Purpose:

At Lilly, we unite caring with discovery to make life better for people around the world. As a global healthcare leader headquartered in Indianapolis, Indiana, we are committed to discovering and delivering life-changing medicines, improving disease management, and giving back to our communities. We're looking for people who are determined to make life better for people around the world.

About the Role:

Lilly is advancing a digital strategy that modernizes Quality through innovative digital solutions. Key priorities include:

1. Established and standardized quality processes for the MQ Tech at Lilly Quality organization

2. Innovation and agility to support growth across new sites, modalities, and partnerships

3. Modernization of solution infrastructure through cloud-based platforms and advanced technologies

As a Service Delivery Lead for the MQ Tech at Lilly Quality organization you are the liaison between business outcomes and dependable technology services-designing, implementing, and managing the service level management process that ensures end-to-end Tech at Lilly service performance aligned to evolving business needs. You apply an Agile mindset to adapt quickly, prioritize incremental improvements, and foster collaboration across product teams.

You drive operational excellence across incident, problem, change, release, and retirement, verify supplier metrics, lead ITIL-based service improvements, and serve as the primary liaison for day-to-day service changes, incidents, and problems.

Key Objectives/Deliverables:

* Service Ownership:

* Act as the primary owner for Central Quality Solutions, including Vault Quality services such as QDocs, QMS, and related integrations.

* Ensure service availability, performance, and compliance with Lilly's quality standards and regulatory requirements.

* Operational Excellence:

* Lead incident, problem, and change management processes for the MQ Tech at Lilly Quality Organization

* Monitor service health and proactively address risks and issues.

* Drive continuous improvement initiatives to enhance system reliability and user experience.

* Stakeholder Engagement:

* Collaborate with Product Managers, Quality business teams, and IT partners to align service delivery with business priorities.

* Communicate service performance metrics and improvement plans to stakeholders.

* Vendor and Partner Management:

* Manage relationships with support and technology vendors (e.g., HCL, TCS, Veeva) and integration partners.

* Ensure adherence to contractual SLAs and quality standards.

* Governance and Compliance:

* Maintain compliance with GxP and Lilly's internal policies for system validation and documentation.

* Support audits and inspections related to Vault Quality systems.

* Agile and Product Pod Alignment:

* Work closely with Product Pods to ensure seamless integration of service delivery within the Agile operating model.

* Contribute to backlog prioritization and release planning for Vault Quality enhancements.

How You'll Succeed:

Build Strong Relationships:
Establish trust with business stakeholders, product teams, and vendors to ensure alignment and collaboration.

Drive Accountability:
Use data-driven insights to hold suppliers and internal teams accountable for performance and compliance.

Communicate Clearly:
Provide timely, transparent updates on service health, risks, and improvement initiatives.

Solve Problems Effectively:
Apply structured problem-solving techniques to resolve incidents and root causes quickly, minimizing business impact and preventing recurrence.

Champion Continuous Improvement:
Proactively identify technical gaps and implement enhancements to optimize service delivery.

Stay Agile and Compliant:
Adapt to changing business needs while maintaining regulatory and audit requirements.

Lead with Influence:
Act as the go-to expert for service delivery, guiding teams through complex technical challenges and ensuring operational excellence.

What You Should Bring:

* Service Management Expertise:
Strong understanding of ITIL processes (Incident, Problem, Change, Release) and service governance frameworks.

* Technical Knowledge:

* Familiarity with enterprise platforms such as Service Now

* Knowledge of Veeva Vault, Quality Docs, and QMS, as well as modern integration solutions to ensure compliance and support validated environments

* Understanding of cloud technologies (e.g., AWS), APIs, and modern integration platforms to diagnose issues and guide…