Service Delivery Lead - Global MES Manufacturing and Quality

Role Summary

Service Delivery Lead – Global MES Manufacturing and Quality. Drive operational excellence in service delivery across MES services for Lilly’s Manufacturing and Quality IT organization, delivering end-to-end services to support business partners and end-users.

Responsibilities

• 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, and take 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 ensure necessary level of support
  • 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 ensure documentation per SOP and service levels
  • Provide updates/changes to the Service Now CMDB
  • Support the Periodic Review process (e.g., INC and PRB analysis)
  • Conduct annual reviews of the service level management process and negotiate amendments as needed
• 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 related documentation

Qualifications

• Bachelor’s degree in Business Administration, Computer Science, Engineering, Computer Information or related field
• 2+ years of Information Technology experience
• Demonstrated understanding of the ITIL framework, certification strongly preferred
• Experience with vendor management and contract negotiation
• Project and/or service level management experience
• Knowledge of security, regulatory, and privacy requirements (GXP) for Pharma industry
• Demonstrated ability to build relationships across diverse teams and communicate at different levels of the organization

Skills

• Strong analytical and process improvement skills
• Good communication skills (written/oral)
• Ability to gather, analyze, and report service performance metrics

Education

• As listed in Qualifications

Additional Requirements

• Full-time position with 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 may be required to other Lilly Manufacturing sites