Technical Service Delivery Lead

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.

The Technical Application Support Lead serves as the main point of contact for the day-to-day support, stability, and technical health of an assigned portfolio of GPS applications. This role owns the application support function for assigned applications, platforms, integrations, or enabling capabilities, partnering with technical system owners to resolve incidents, coordinate technical delivery, and maintain reliable, well-supported operations. This role joins the Global Patient Safety Lilly Tech team, focused on providing innovative safety solutions that improve the lives of patients while maintaining the highest level of compliance.

If you are someone who brings a blend of technical and consultative skills and is open to wide ranging responsibilities, this role will be a great fit for you.

** In addition to day-to-day support, the role drives service delivery reporting and continuous improvement efforts, and brings a consultative voice to business collaborators on technology decisions that affect the portfolio. Success requires strong operational and technical support skills, a service management mentality, and the ability to build trust with business partners, vendors, and technical teams.*
* ** The application of the tasks below may vary based on current and evolving business needs.*
* ** What You Will Do*
* ** Service Management*
* + Serve as the application support lead for designated portfolio systems, partnering with technical system owners and applying IT best practices (for example, ITIL) to ensure operational readiness, supportability, lifecycle alignment, and system health.

+ Maintain application uptime and performance, serving as the primary escalation point for service performance issues and operational risks, and leading the support team in resolving critical incidents and problems.

+ Coordinate incident, problem, and service improvement activities in partnership with product support, vendors, and centralized service teams.

+ Lead technical development and build activities for the assigned portfolio, translating business requirements into design elements (configuration, development, and data integration) for developers or product vendors, and participating in coding and configuration activities as needed.

+ Coordinate testing, deployment, and stabilization activities for system changes, including training and business adoption support, to ensure reliable, well tested delivery.

** Service Delivery & Operational Excellence*
* + Monitor service performance against agreed service levels, KPIs, and operational targets; identify trends, risks, and improvement opportunities.

+ Identify and advance opportunities to automate service management processes, including monitoring, incident routing, knowledge capture, workflow execution, reporting, and recurring operational tasks.

+ Partner with internal and external providers to improve service reliability, reduce manual effort through automation and process simplification, and enhance collaborator experience.

+ Provide portfolio level reporting, insights, and recommendations to business and IT leadership, including insight into risks, trends, and service improvement progress.

+ Analyze and communicate project and service status to multiple audiences, including all levels of management.

** Business Consultation*
* + Build effective relationships with business areas using business and systems analysis skills to determine key business needs and influence technology solutions related to business processes.

+ Evaluate proposed project ideas and software changes through technical impact analysis and estimated business value to influence decision making.

+ Document business requirements and effectively communicate them to software vendors, developers, and testers in a way that is understandable and complete, in order to achieve business and project objectives.

+ Influence the execution of projects in collaboration with vendors, business partners, team members, and management.

+ Use standardized processes for requirements definition, analysis, design, construction, and test activities.

** Your Minimum

Required Qualifications *
* + Bachelor's degree in Computer Science, Information Technology, Information Management, Business, or similiar fields

+ 3+ years of experience with the software development life cycle, spanning project initiation through…