IT Infrastructure Site Services Leader

Eli Lilly and Company•Carolina, PR

1d•Onsite

About The Position

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.

Requirements

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)
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)

Nice To Haves

Good understanding of Infrastructure Areas Support processes
Knowledge of site-specific environment
Knowledge of Platforms, Telecoms, Workplace and Mobility Technologies and End User Support.

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.

Benefits

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).

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