BioSpace
Service Delivery Lead - Global MES Manufacturing and Quality
BioSpace, Indianapolis, Indiana, us, 46262
Service Delivery Lead – Global MES Manufacturing and Quality
The Manufacturing and Quality (M&Q) Global Manufacturing Execution System (MES) Team is actively looking for a Service Delivery Lead to drive operational excellence in service delivery across our services. Are you passionate about manufacturing excellence and applying technology to make reliable and life‑saving medicines? If so, bring your skills and talents to Lilly where you’ll have the chance to create an impact on the lives of patients.
What You’ll Be Doing
Collaborate closely with Zone 2 MES Service Delivery Lead
Manage relationship with 3rd party vendors and technology partners
Partner with MES vendor(s) on investigations, upgrade roadmaps, and issues resolution
Understand priority of the sites in terms of severity and criticality of the support process
Work closely with cross‑functional teams to ensure seamless integration and delivery
Provide best practices for managing MES services aligned with business need
Schedule and organise MES upgrades in agreement with the sites
How You’ll Succeed
You will develop and manage MES Services aligned with business need
Negotiate, agree, and maintain Service Level Agreements with site business partners
Negotiate, agree, and maintain the Operational Level Agreements with internal tech providers
Negotiate and agree on Service Level Requirements for any proposed new/developing services with site business partners and internal tech provider
Gather, analyze, and formally communicate service performance metrics to ensure service is delivered in line with agreed service levels
Implement and manage ongoing service improvement plans and activities
You will provide operational/support activities
Facilitate incident resolution and root cause analysis in case of critical issues
Escalate critical incidents to Lilly Management
Escalate and follow‑ups critical incidents with the vendor
Review support metrics with the vendor and take appropriate actions
Lead emergency patches release
You will prepare and manage stabilization activities for new sites/new versions of MES
Create installation plans with sites and the vendor
Prepare the stabilization phase and ensure necessary level of support is in place
Organise and lead updates during stabilization phase
You will design, implement, and manage service level management Lilly processes
Review incidents and problems assigned to the team and ensure they are documented according to the applicable SOP and in compliance with service levels
Provide accurate updates/changes to the Service Now Configuration Management Database (CMDB)
Support the periodic review process (e.g., for INC and PRB analysis)
Conduct annual reviews of the service level management process and negotiate and control any amendments necessary
You will be responsible for MES installations
Create and manage MES installation roadmap
Coordinate upgrades with the site representative and the vendor
Responsible for MES installation at the sites, including related documentation
What You Should Bring
Strong analytical and process improvement skills
Good communication skills (written / oral)
Project and/or service level management experience
Demonstrated understanding of the ITIL framework, certification is strongly preferred
Experience with vendor management and contract negotiation
Demonstrated ability to build relationships across diverse teams
Demonstrated ability to communicate at different levels of the organization
Knowledge of security, regulatory, and privacy requirements (GXP) for Pharma industry
Basic Qualifications
Bachelor’s degree in Business Administration, Computer Science, Engineering, Computer Information, or related field
2+ years of Information Technology experience
Additional Information
Full‑time position – 8‑hour days, possible after‑hour support
On‑site presence 5 days a week (with flexibility for remote work 4 days per month)
Some travel may be required to other Lilly Manufacturing sites
Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is $64,500 – $151,800.
Full‑time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company‑sponsored 401(k), pension, vacation benefits, 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.
Accommodations Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce. 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.
EEO Statement Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.
#WeAreLilly
#J-18808-Ljbffr
What You’ll Be Doing
Collaborate closely with Zone 2 MES Service Delivery Lead
Manage relationship with 3rd party vendors and technology partners
Partner with MES vendor(s) on investigations, upgrade roadmaps, and issues resolution
Understand priority of the sites in terms of severity and criticality of the support process
Work closely with cross‑functional teams to ensure seamless integration and delivery
Provide best practices for managing MES services aligned with business need
Schedule and organise MES upgrades in agreement with the sites
How You’ll Succeed
You will develop and manage MES Services aligned with business need
Negotiate, agree, and maintain Service Level Agreements with site business partners
Negotiate, agree, and maintain the Operational Level Agreements with internal tech providers
Negotiate and agree on Service Level Requirements for any proposed new/developing services with site business partners and internal tech provider
Gather, analyze, and formally communicate service performance metrics to ensure service is delivered in line with agreed service levels
Implement and manage ongoing service improvement plans and activities
You will provide operational/support activities
Facilitate incident resolution and root cause analysis in case of critical issues
Escalate critical incidents to Lilly Management
Escalate and follow‑ups critical incidents with the vendor
Review support metrics with the vendor and take appropriate actions
Lead emergency patches release
You will prepare and manage stabilization activities for new sites/new versions of MES
Create installation plans with sites and the vendor
Prepare the stabilization phase and ensure necessary level of support is in place
Organise and lead updates during stabilization phase
You will design, implement, and manage service level management Lilly processes
Review incidents and problems assigned to the team and ensure they are documented according to the applicable SOP and in compliance with service levels
Provide accurate updates/changes to the Service Now Configuration Management Database (CMDB)
Support the periodic review process (e.g., for INC and PRB analysis)
Conduct annual reviews of the service level management process and negotiate and control any amendments necessary
You will be responsible for MES installations
Create and manage MES installation roadmap
Coordinate upgrades with the site representative and the vendor
Responsible for MES installation at the sites, including related documentation
What You Should Bring
Strong analytical and process improvement skills
Good communication skills (written / oral)
Project and/or service level management experience
Demonstrated understanding of the ITIL framework, certification is strongly preferred
Experience with vendor management and contract negotiation
Demonstrated ability to build relationships across diverse teams
Demonstrated ability to communicate at different levels of the organization
Knowledge of security, regulatory, and privacy requirements (GXP) for Pharma industry
Basic Qualifications
Bachelor’s degree in Business Administration, Computer Science, Engineering, Computer Information, or related field
2+ years of Information Technology experience
Additional Information
Full‑time position – 8‑hour days, possible after‑hour support
On‑site presence 5 days a week (with flexibility for remote work 4 days per month)
Some travel may be required to other Lilly Manufacturing sites
Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is $64,500 – $151,800.
Full‑time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company‑sponsored 401(k), pension, vacation benefits, 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.
Accommodations Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce. 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.
EEO Statement Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.
#WeAreLilly
#J-18808-Ljbffr