Tech@Lilly Service Delivery Manager at Eli Lilly and Company

Alzey, Rhineland-Palatinate, Germany

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Pharmaceuticals, Healthcare, ManufacturingIndustries

Requirements

Bachelor’s degree in Software Engineering, Computer Science, Computer Engineering, or a related field
Minimum of 5+ years of IT leadership experience working in IT Support or Service Management
Strong ability to align IT support services with organizational strategy

Responsibilities

Ensure the reliable and secure operation of IT systems, including networks, servers, and storage, to minimize downtime and maximize productivity
Provide 24/7 IT support availability for critical issues, implementing an on-call rotation schedule to promptly address operational disruptions
Oversee the handling and resolution of IT incidents, ensuring all support requests are efficiently logged, categorized, prioritized, and resolved within established SLAs
Manage changes and updates to IT systems and services with minimal disruption, following best practices and established change management processes
Identify and implement opportunities to streamline support processes, reduce response and resolution times, and drive continuous improvement in IT support
Maintain high levels of stakeholder satisfaction by delivering exceptional IT support and addressing end-user needs promptly and effectively
Implement and maintain a comprehensive knowledge base for the IT support team to access relevant information and solutions for common issues
Apply quality control and quality assurance measures to ensure IT support services consistently meet or exceed established standards
Manage IT support resources, including hardware, software, and tools, to ensure uninterrupted service delivery
Regularly monitor and report on IT support performance, including KPIs, metrics, and customer satisfaction indicators
Manage relationships with third-party vendors and suppliers to ensure their services align with the site’s zero-downtime objectives
Oversee the IT support budget, ensuring cost control, efficient financial planning, and value-driven resource allocation
Align IT support operations with the site’s overall business goals, maintaining a strong focus on achieving zero downtime and operational excellence

Skills

Key technologies and capabilities for this role

IT Service DeliveryNetwork ManagementServer AdministrationStorage ManagementIT InfrastructureIT OperationsZero Downtime

Questions & Answers

Common questions about this position

What is the employment type for this position?

The position is full time.

Is this role remote or based at a specific location?

The role is based at the manufacturing site in Alzey (Rhineland-Palatinate), Germany, overseeing IT support there.

What key responsibilities require specific IT skills for this role?

The role requires skills in managing IT systems including networks, servers, and storage, handling IT incidents with SLAs, change management, and implementing quality control measures.

What are Lilly's core values mentioned in the job description?

Lilly's three core values are 'Excellence,' 'Integrity,' and 'Respect for People.'

What makes a strong candidate for the Tech@Lilly Service Delivery Manager role?

Strong candidates should have experience in IT service delivery, managing 24/7 support with on-call rotations, driving continuous improvement, and aligning with Lilly's values of Excellence, Integrity, and Respect for People.

Eli Lilly and Company

Develops and delivers prescription medicines globally

About Eli Lilly and Company

Eli Lilly and Company is a global pharmaceutical company that focuses on discovering, developing, and delivering medicines to improve health. The company has a long history of scientific achievements, including the creation of insulin, the first life-saving treatment for diabetes. Lilly's operations involve extensive research and development to create new medications and enhance existing ones, ensuring they are safe and effective. Their products are primarily prescription medicines sold to healthcare providers for various medical conditions, including diabetes, cancer, and pain management. What sets Lilly apart from its competitors is its strong commitment to ethical practices and the protection of its products from counterfeiting. The company's goal is to enhance lives through innovative medical solutions while maintaining high standards of quality and ethics.

Indianapolis, IndianaHeadquarters

1876Year Founded

$1,180.1MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Risks

Competition from Novo Nordisk's Ozempic may impact tirzepatide's market share.

Potential construction delays in Indiana could affect GLP-1 drug production timelines.

Regulatory challenges may hinder Kisunla's expansion in new Alzheimer's markets.

Differentiation

Eli Lilly's rich history includes the first life-saving insulin treatment.

Lilly's strategic partnerships enhance its position in neurodegenerative disease treatments.

FDA approval of Zepbound opens new therapeutic markets for sleep disorder treatments.

Upsides

Lilly's $9 billion complex in Indiana boosts GLP-1 drug production capacity.

Kisunla's approval in China expands Lilly's Alzheimer's treatment market in Asia.

Collaboration with EVA Pharma enhances Lilly's reputation as socially responsible.

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