Service Delivery Lead - Global MES Manufacturing and Quality

Service Delivery Lead - Global MES Manufacturing and Quality

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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.

• 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 incident 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

• 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

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

• 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

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