Service Delivery Manager - IT M&Q

About the position

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 38,000 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 individuals who are determined to make life better for people around the world. Lilly is entering an exciting period of growth, and we are committed to delivering innovative medicines to patients around the world. MQ (Manufacturing and Quality) Tech at Lilly is looking for exceptional talent to help us deliver on our goals.

Responsibilities

• Oversee internal and external support resources to ensure uninterrupted services for the Kinaxis Maestro and additional Global Supply Chain Planning applications.
• Oversee the handling and resolution of IT incidents, ensuring timely and effective responses to minimize operational disruptions and ensuring that all support requests are efficiently logged, categorized, prioritized, and resolved within established SLAs.
• Assist in the translation of business requirements to application needs for custom developed applications and/or COTS/SaaS tool configuration.
• Participate on projects as they relate to software development and/or application releases.
• Maintain computer system validation for responsible applications.
• Follow best practices and change management processes to manage changes and updates to IT systems and services with minimal disruptions.
• Identify and implement opportunities to streamline support processes and reduce response and resolution times. Continuously improve IT support.
• Maintain high levels of customer satisfaction by delivering exceptional IT support to end-users and addressing their needs promptly.
• Implement quality control and quality assurance measures to ensure that IT support services meet or exceed established standards.
• Regularly monitor and report on the performance of the IT support function, including KPIs and customer satisfaction metrics.
• Manage relationships with third-party vendors and suppliers to ensure their service levels are met.
• Implement and maintain a comprehensive knowledge base so that the IT support team can access relevant information and solutions for common issues.
• Understanding and experience with Supply Chain (planning, logistics, warehouse management) applications and processes.

Requirements

• Bachelor's degree in Software Engineering, Computer Science, Computer Engineering, Business Administration, or a related field.
• 7+ years of IT experience with at least 5+ years working in IT Support.
• The capability to align IT support services with the organization's overall strategic goals and industry-specific objectives.
• Excellent problem-solving skills to address complex IT issues and implement effective solutions in a timely manner.
• Exceptional customer service and communication skills to maintain high end-user satisfaction.
• Proficiency in handling IT changes, updates, and system upgrades with minimal disruptions and in accordance with industry best practices.
• Proficiency in ITIL principles, including incident, problem, and change management, to streamline IT support processes.
• Skills in vendor relationship management and compliance enforcement to ensure reliable third-party support.
• Understanding of cybersecurity best practices to protect critical pharmaceutical manufacturing systems and sensitive data.
• Proven ability to work effectively in high-pressure, time-sensitive situations.
• Experience with Kinaxis RapidResponse or Maestro or other GSC Production and Demand Planning systems.

Nice-to-haves

• Exposure to international operations, diverse teams, global IT projects, or working in a global organization.
• Previous LEAN and Agile experience.
• Understanding of pharmaceutical manufacturing processes and compliance with industry-specific regulations, such as FDA guidelines for Good Manufacturing Practices (GMP).
• Certification in relevant IT areas (e.g., ITIL, Cloud Certification, AI Certification, Kinaxis) is a plus.

Benefits

• Eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).