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.
Detailed Description:
The Digital Core Site Services (DCSS) is responsible for the delivery of services that are both consumed directly by end users, as well as those that support applications delivered by the Solution Services organization. Th The Site Services Leader (SSL) position will focus on delivery of infrastructure services to the local business across all DCSS service areas. As an onsite contact, this role has operational responsibility for managing successful delivery of IT services, and as point of contact to facilitate the transition to External Service Providers (ESP). This role is also responsible for delivering DCSS projects and local essential tasks not managed by the global ESPs. On site presence is a requirement for this role.
Key Responsibilities:
· Coordinate and monitor day-to-day activities to meet agreed Service Offering Definitions metrics of the assigned grouping of service offerings. Compliance with SLA/SLO/SSO at site where accountable · Responsible for execution of service and project delivery in alignment with global, regional & local plans, provide coordination and guidance to the local team. Ensure 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) Request Fulfilment d) Configuration Management e) Change Management f) Release Management · Effectively manage communication and coordinate with global, regional and local IT teams to ensure alignment and flawless execution. · Responding to changes, coordinate escalation 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. · 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. · Resource management and oversight of onsite ESP / contract resources in getting Digital Core (DC) services delivered onsite in alignment with business needs and global priorities. · Operational liaison with: a. Infrastructure Account Manager, Business Area (Manufacturing) IT Account Manager, DC Service Delivery Managers b. Internal and external staff delivering Operations and Support at the site c. Centralised Service Desk staff · Participate in annual business planning to ensure sufficient budget in alignment with business demands. · Provide coordination when multiple teams involved in problem resolution or DRP oversight. · Communicate SLAs to Infrastructure Account Manager / business area IT account manager, ensuring awareness, manage expectations · Ensure compliance to local, regional and global guidelines. Work with support staff to ensure adherence to standard service/support processes. Facilitate sessions in process optimisation 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 business leaders at the manufacturing site to identify IT needs and opportunities to support business objectives and deliver service improvements. Seek continuous feedback for improvement. · Assist Service Delivery managers with the implementation of the new model in their clusters. Act as a Change Agent to secure successful adoption and implementation. · Provide IT presence and relevance on the ground at Puerto Rico sites as deemed necessary.
Required Education and Experience:
Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field (Master’s preferred).
5+ years of IT infrastructure management experience, preferably in a regulated manufacturing or pharmaceutical environment.
· Ability to negotiate and influence · Broad knowledge of IT Service Support (ITIL) · Strong understanding and application of corporate policies and procedures · Financial management of ESP’s · Broad project management experience (preferably Agile) Essential Skills: · Exemplary communication skills. Spoken and written, Spanish and English · Strong leadership skills · Strong network understanding · Good knowledge of telephony solutions · Strong teamwork and interpersonal skills · Ability to manage multiple priority projects · Negotiation and vendor management skills · Experience of working in a regulated environment (preferably pharmaceutical manufacturing)
Desirable Skills:
· Good understanding of Infrastructure Areas Support processes · Knowledge of site-specific environment · Knowledge of Platforms, Telecoms, Workplace and Mobility Technologies and End User Support.
Important Notice: In order to maintain the excellent reputation of our company, the quality of our products, and the safety of our working environment, the company will take all reasonable measures to ensure that drug abuse by employees or other persons does not jeopardize the safety of our operations or the quality of our products or adversely affect in any way the company or its employees. The company recognizes that drug use both on and off the job can be detrimental to the company and its efforts to provide a drug-free workplace. Even if prescribed under a state medical marijuana law, marijuana remains illegal under federal law. Marijuana is considered unauthorized by Lilly.
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
$52,500 - $132,000Full-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.
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