Tech@Lilly Service Delivery Manager

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.

At Lilly in Germany, we are currently planning and building a high-tech production facility in Alzey (Rhineland-Palatinate), which will expand our production of injectable drugs from 2027 and employ up to 1,000 specialists. To make the most of our innovative production site, we are looking for motivated reinforcements who, together with us, will ensure the supply of Lilly medicines in Germany, Europe, and worldwide, in line with the three Lilly values of "Excellence," "Integrity," and "Respect for People."

Responsibilities:

As the Tech@Lilly Service Delivery Manager, you will play a key role to oversee and manage the IT support at our Alzey manufacturing site. This position plays a critical role in ensuring that all IT systems are maintained, supported, and continuously improved to achieve the aspirational goal of zero downtime.

Key Objectives/Deliverables:

• Ensure the reliable and secure operation of IT systems, including networks, servers, and storage, to minimize downtime and maximize productivity.
• Provide 24/7 IT support availability for critical issues, implementing an on-call rotation schedule to promptly address operational disruptions.
• Oversee the handling and resolution of IT incidents, ensuring all support requests are efficiently logged, categorized, prioritized, and resolved within established SLAs.
• Manage changes and updates to IT systems and services with minimal disruption, following best practices and established change management processes.
• Identify and implement opportunities to streamline support processes, reduce response and resolution times, and drive continuous improvement in IT support.
• Maintain high levels of stakeholder satisfaction by delivering exceptional IT support and addressing end-user needs promptly and effectively.
• Implement and maintain a comprehensive knowledge base for the IT support team to access relevant information and solutions for common issues.
• Apply quality control and quality assurance measures to ensure IT support services consistently meet or exceed established standards.
• Manage IT support resources, including hardware, software, and tools, to ensure uninterrupted service delivery.
• Regularly monitor and report on IT support performance, including KPIs, metrics, and customer satisfaction indicators.
• Manage relationships with third-party vendors and suppliers to ensure their services align with the site’s zero-downtime objectives.
• Oversee the IT support budget, ensuring cost control, efficient financial planning, and value-driven resource allocation.
• Align IT support operations with the site’s overall business goals, maintaining a strong focus on achieving zero downtime and operational excellence.

Basic Qualifications:

• Bachelor’s degree in Software Engineering, Computer Science, Computer Engineering, or a related field.
• Minimum of 5+ years of IT leadership experience working in IT Support or Service Management.
• Strong ability to align IT support services with organizational strategy and industry objectives, ensuring business value delivery.
• Excellent problem-solving skills to address complex IT issues and drive effective, timely solutions.
• Exceptional stakeholder management and communication skills to enable cross-functional collaboration in a fast-paced Agile environment.
• Proficiency in managing IT changes, updates, and system upgrades with minimal disruption, leveraging Agile practices while adhering to ITIL principles where stability and compliance are essential.
• Solid understanding of ITIL service management process (incident, problem, and change management) applied in an Agile context to streamline and continuously improve IT support.
• Demonstrated experience leading IT support teams in 24/7 operations, with expertise in managing critical and high-availability systems.
• Knowledge and experience in defining and implementing disaster recovery plans, business continuity strategies, and high-availability solutions.
• Skills in vendor relationship management, contract negotiation, and compliance enforcement to ensure reliable third-party support.
• Awareness of cybersecurity best practices to protect critical pharmaceutical manufacturing systems and sensitive data.
• Proven ability to operate effectively in high-pressure, time-sensitive environments while fostering a culture of continuous improvement.

Additional Skills/Preferences:

• Master’s degree in Computer Science, Information Technology, Business Administration, or a related field (preferred).
• Exposure to international operations, diverse teams, global IT projects, and/or experience working in a multinational organization.
• Strong understanding of pharmaceutical manufacturing processes and compliance with industry regulations, including FDA guidelines and Good Manufacturing Practices (GMP).
• Hands-on experience supporting technical teams for Manufacturing Execution Systems (MES), ideally Rockwell PharmaSuite, with responsibility for managing Tier 1 and Tier 2 support teams and partnering effectively with Tier 3 experts.
• Experience managing support for SAP Extended Warehouse Management (EWM), including operational support and integration with manufacturing and supply chain systems.
• Familiarity with Lean Manufacturing principles and Operational Excellence methodologies, with demonstrated application of Lean Six Sigma (Green or Black Belt certification preferred) to improve IT support and service delivery processes.
• Relevant IT certifications such as ITIL® 4, Professional Scrum Master (PSM), SAFe® Agilist (SA) or Leading SAFe®, and Kanban Management Professional (KMP) are a strong plus.
• Hands-on experience with IT and project management tools such as ServiceNow, Jira, and HP ALM.

This job description is intended to provide a general overview of the job requirements at the time it was prepared.  The job requirements of any position may change over time and may include additional responsibilities not specifically described in the job description. For GMP purposes, the job description should be updated for significant changes.  As always, you should consult with your supervisor regarding your actual job responsibilities and any related duties that may be required for the position.

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

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