Service Delivery Manager - IT M&Q

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.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location.  The anticipated wage for this position is

63,750 - $145,200

Position Brand Description :

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.

What You’ll Be Doing :

You will be part of MQ Tech at Lilly, an organization that drives manufacturing operational excellence through utilization of technology. MQ Tech at Lilly strives to enable the making of medicine “with safety first and quality always”.

As the BI / Manager-IT Service Delivery, you will play a key role to oversee and manage the IT support for new technology we will deliver from 2025 onwards for our Global Supply Chain business partners. This position plays a critical role in ensuring those IT systems are maintained, supported, and continuously improved to achieve the associated business functions.

Key Objectives / Deliverables :

• 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.

What You Should Bring :

Basic Requirements :

Additional Preferences :

Other Information :

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 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.

Our employee resource groups (ERGs) offer strong support networks for their members and help our company develop talented individuals for future leadership roles. Our current groups include : Africa, Middle East, Central Asia Network, African American Network, Chinese Culture Network, Early Career Professionals, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinos at Lilly, PRIDE (LGBTQ Allies), Veterans Leadership Network, Women’s Network, Working and Living with Disabilities. Learn more about all of our groups.

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including 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).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

WeAreLilly

Salary : $63,750 - $145,200