Service Delivery Lead - MQ IT

Lilly • Pleasant Prairie, WI

7d • $66,000 - $154,000 • Onsite

About The Position

Lilly is building a state-of-the-art manufacturing site in Pleasant Prairie, Wisconsin, to expand production of parenteral medicines, device assembly, and packaging operations. The Service Delivery Lead will oversee and manage IT support at the Kenosha County facility, ensuring IT systems are maintained, supported, and continuously improved in pursuit of zero downtime. The role includes managing support for manufacturing and laboratory systems, coordinating staff and external providers, and aligning IT support operations with the site's business goals.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field is preferred.
• At least 5 years delivering IT support to end users.
• Authorization to work in the United States on a full-time basis; Lilly will not sponsor work authorization or visas for this role.

Nice To Haves

• Experience ensuring reliable and secure operation of IT systems, including networks, servers, and storage.

Responsibilities

• Manage external support resources to ensure uninterrupted services for the site-wide Manufacturing Execution System (MES), Extended Warehouse Management (EWM), and QC Lab systems.
• Implement and maintain a knowledge base for the IT support team.
• Ensure round-the-clock IT support availability and manage the L1 on-call rotation schedule.
• Oversee IT incident handling and resolution, including logging, categorization, prioritization, and resolution of support requests within established SLAs.
• Manage IT system and service changes in accordance with best practices and change management processes, minimizing disruption.
• Identify and implement improvements to support processes to reduce response and resolution times.
• Maintain customer satisfaction by providing timely support to end users.
• Implement quality control and quality assurance measures for IT support services.
• Monitor and report on IT support performance, including KPIs and customer satisfaction metrics.
• Manage third-party vendor and supplier relationships to support the site's zero-downtime objective.
• Manage the IT support function's budget and ensure cost control and effective financial planning.
• Align IT support operations with site business goals, focusing on zero downtime.

Benefits

• Company bonus, depending in part on company and individual performance.
• Company-sponsored 401(k) eligibility.
• Pension.
• Vacation benefits.
• Medical, dental, vision, and prescription drug benefits eligibility.
• Flexible benefits, including healthcare and/or dependent day care flexible spending accounts.
• Life insurance and death benefits.
• Time off and leave of absence benefits.
• Well-being benefits, including an employee assistance program, fitness benefits, and employee clubs and activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager