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Lilly IT Manufacturing Site Service Leader in United States

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.

Organization Overview:

Global Infrastructure Services (GIS) plays an integral role in the delivery of the infrastructure services that enable information technology solutions that drive business processes across the enterprise. GIS pursues its services with constant emphasis on running reliably, helping people work smarter, making IT easier, securing information fully, and improving time to value.

The GIS Site Services Leader (SSL) for Manufacturing and Quality position will focus on delivery of infrastructure services to the local business across all GIS areas. As an onsite SSL for Lilly’s Durham, North Carolina - Research Triangle Park facility, this role will have responsibility for collaborating with business areas to provide customers with positive outcomes through optimizing the delivery and consumption of GIS services and capabilities including local essential tasks not managed by a global External Service Providers (ESPs). The SSL will be the point of contact for local ESPs and is accountable for the day-to-day GIS operational activities as well as special projects impacting these business partner segments. Support oversight for customer segments include Manufacturing & Quality, office/administrative workers, Lilly visitors and external business partners. The SSL will report to the GIS North America Site Services Manager.


  • Coordinate and monitor day-to-day activities to meet agreed service offering definition metrics of the assigned grouping of service offerings. Compliance with SLA/SLO at site where accountable.

  • Accountable for execution of service and project delivery in alignment with global, regional & local plans, provide coordination and guidance to the local team. Ensure quality service delivery within budget and on time.

  • Provide oversight on day-to-day service support and operation activities, including:

a. Incident Management

b. Problem Management

c. Configuration Management

d. Change Management

e. Release Management

  • Accountable for execution of and delivery of GIS services. GIS services are comprised of:

a. Workforce Collaboration Services

b. Workforce Productivity Services

c. Network and Hosting Services

d. Service Management & Supplier Optimization

  • Effectively manage communication and coordinate with global, regional, and local IT teams to ensure alignment and flawless execution.

  • Partner with GIS service towers to support the needs of the local business partners.

  • Respond to changes, coordinate escalations, and facilitate delivery of new IT Support requirements by the local business through timely intervention to meet committed timelines. Monitor and evaluate IT service tiers, customer demand, problems and usage and take appropriate action, including hands on delivery when required.

  • Manage failures in services on the operational level, focused on ensuring that the user has access to the appropriate services to support the business functions. Coordinate troubleshooting activities for complex issues. Provide coordination when multiple teams are involved in problem resolution.

  • Resource management and oversight of onsite or remote ESP/contract resources in getting GIS services delivered onsite in alignment with business needs and global priorities

  • Participate in annual business planning to ensure sufficient budget in alignment with business demands

  • Ensure compliance to local, regional, and global guidelines. Work with onsite support staff to ensure standard service/support processes are adhered to. Facilitate sessions in process validation when process changes are required to improve service.

  • Build effective working relationships with business partners, local/regional/global IT groups, ESPs, and vendors. Work with site business and IT leaders to identify IT needs and opportunities to support business objectives and deliver service improvements. Seek continuous feedback for improvement.

  • Work closely with Protect Lilly to ensure continued protection of company confidential information.

  • Act as a Change Agent to secure successful adoption and implementation of global GIS services.

  • Provide GIS presence and relevance on the ground at the site.

Basic Requirements:

  • Minimum of three years of experience in an Infrastructure technical role (telecom/server/desktop)

  • Apple/MAC/iOS platform experience

  • Demonstrated ability to assess business partner needs, creatively approach solutions, decide, and influence appropriate courses of action

  • Broad knowledge of IT Service Support (ITIL)

  • Project management experience

  • Minimum three years ESP/Vendor management experience

Additional Skills/Preferences:

  • List them in order of importance

  • Select from the suggested content and fill in the blanks

  • Previous experience in manufacturing IT setting

  • Proven ability to manage by influence as opposed to positional authority

  • Proven ability to manage multiple priority projects

  • Prior work with negotiation and vendor management

Additional Information:

  • Travel 10%

  • Durham, North Carolina RTP

  • Minimal to moderate amounts of after hour notifications and incident management engagement

Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. Any other correspondence will not receive a response.

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 in the United States and Puerto Rico, you must be fully COVID-19 vaccinated and provide valid proof of vaccination to the company.

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!