Eli Lilly and Company
Associate-Service Delivery Lead - Global MES Manufacturing and Quality
Eli Lilly and Company, Indianapolis, Indiana, us, 46262
Service Delivery Lead - Global MES Manufacturing and Quality
4 days ago Be among the first 25 applicants
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.
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 organize 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, in case taking appropriate actions
Lead emergency patches release
You will prepare and manage stabilization activities for new sites/new versions of MES
Creates installation plans with sites and the vendor
Prepare the stabilization phase and make sure that necessary level of support is in place
Organizes and leads updates during stabilization phase
You will design, implement, and manage service level management Lilly processes
Review incidents and problems assigned to the team and make sure 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 the related documentation
What You Should Bring
Strong analytical, & 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 maybe required to other Lilly Manufacturing sites
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 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.
Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ+ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups.
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). 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.
Seniority level Entry level
Employment type Full‑time
Job function Management and Manufacturing
Industries Pharmaceutical Manufacturing
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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.
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 organize 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, in case taking appropriate actions
Lead emergency patches release
You will prepare and manage stabilization activities for new sites/new versions of MES
Creates installation plans with sites and the vendor
Prepare the stabilization phase and make sure that necessary level of support is in place
Organizes and leads updates during stabilization phase
You will design, implement, and manage service level management Lilly processes
Review incidents and problems assigned to the team and make sure 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 the related documentation
What You Should Bring
Strong analytical, & 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 maybe required to other Lilly Manufacturing sites
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 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.
Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ+ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups.
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). 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.
Seniority level Entry level
Employment type Full‑time
Job function Management and Manufacturing
Industries Pharmaceutical Manufacturing
#J-18808-Ljbffr