Lilly IT -Service Manager in Indianapolis, Indiana
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 35,000 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 people who are determined to make life better for people around the world.
Global Shared Services (GSS) is at the very heart of Lilly’s aggressive transformation agenda. The Global Shared Services IT team is focused on delivering ever-increasing capabilities to the Global Business Units through core platforms that will deliver significant value for the company.
The GSS Service Manager is responsible for ensuring that our service delivery is optimized to provide the maximum value to our customers. This includes managing and monitoring key capabilities for Service Design, Service Transition, Service Operations and Continual Service Improvement. They will be responsible for building a sound service management structure around incident, problem and change management, as well as, day-to-day operations of these services. They will play a key role in the development of the long-term vision of our capabilities and services owning the vendor relationships. They will work closely with the System Owner, System Custodian, Technical Lead, Solution Architect and Management.
Facilitate Service Transition and Service Operations processes for GSS
Drive adoption of consistent support processes across GSS and act as an SME for the team members and providers (Change, Incident, problem, outage/availability management, request fulfilment, knowledge management).
Work collaboratively with partner IT organizations to deliver optimal support and ensure a high level of customer satisfaction
Champion enhancements to Service Delivery processes through Continual Service Improvement
Manage multiple vendor relationships and oversee the Vendor Governance process
Assess vendor delivery against defined targets and agreements and drive improvement initiatives
Collaborate effectively with business partners by developing strong relationships with key stakeholders and developing an understanding of their priorities
Drive customer focus across team by driving:
Account management related initiatives with business partner groups such as our System Owners to include coordination of enhancements
Assessing impact and prioritization of outages and issues
Defining and tracking appropriate KPIs
Manage list of high impact issues and drive issue resolution
Adhere to corporate and GSS computer systems validation and privacy policies and procedures.
Collaborate with multiple compliance and quality groups to ensure an appropriate control of risk and delivery
Collaborate with Corporate Quality as needed regarding compliance issue resolution via the problem management process
Report to management on progress/status of support services delivery
General understanding of the underlining Lilly technology of the GSS applications you provide service for
Conducts problem review board, change control board, and vendor service review meetings.
3 years of work experience managing and delivery IT Systems
Prior experience working with ITIL processes (ITIL Expert certification preferred)
Previous experience partnering with supplier/partners
Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for this employment position
Experience working in a business facing role with a track record of strong delivery
Understanding of SAFe framework
Participation in complex IT projects, preferably global/regional in nature across cultures and time zones
Ability to perform and create analytics on service performance data and create meaningful metrics reports
Passion for customer satisfaction and delivery of value to the business
Strong analytical, problem solving and investigative skills
Ability to understand a complex IT landscape and be able to understand impacts from both an IT but also business perspective
Ability to articulate problems and solutions in a concise customer focused language (non IT)
Ability to communicate proactively, effectively and where necessary assertively with IT and business stakeholders
Good organizational and coordination skills
Thorough understanding of computer systems validation and ability to right-size validation based on risk
Thorough understanding of Service Now problem/incident/change management process
Shift information: Eastern Standard Time
Position location : Indianapolis, Indiana
Lilly is an EEO/Affirmative Action Employer and 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.
As a condition of employment with Eli Lilly and Company and its subsidiaries in the United States and Puerto Rico, you must be fully COVID-19 vaccinated and provide proof of vaccination satisfactory to the company. If you would like to request an accommodation for medical or religious reasons, you may do so at firstname.lastname@example.org.
At Lilly we strive to ensure our employees are part of a team that cares about them and our shared purpose of making life better for those around the world. How do we do this? We continue to look for ways to include, innovate, accelerate and deliver while maintaining integrity, excellence and respect for people. We hope that you seek to join us on our journey as we create medicine and deliver improved outcomes for patients across the globe!