Service Delivery Lead - MQ IT

Eli Lilly and Company • Pleasant Prairie, WI

2d • Onsite

About The Position

Lilly is building a state-of-the-art manufacturing site in Pleasant Prairie, Wisconsin, to expand manufacturing capacity for injectable medicines, device assembly, and packaging. The site will use advanced, highly integrated automated manufacturing systems and is designed to minimize its environmental impact.

The Tech at Lilly Service Delivery Lead oversees IT support at the Kenosha County Parenteral, Device Assembly, and Packaging Facility. The role is responsible for maintaining, supporting, and continuously improving IT systems, with a focus on achieving the site's goal of zero downtime. This includes support for the site-wide Manufacturing Execution System (MES), Extended Warehouse Management (EWM), and QC Lab systems, as well as managing external support resources, incidents, vendors, service performance, and the IT support budget.

The role requires ensuring round-the-clock support availability, managing an L1 on-call rotation, and overseeing incident handling and resolution in accordance with established SLAs. It also involves maintaining a knowledge base, following change-management practices, improving support processes, ensuring customer satisfaction and service quality, and aligning IT support operations with site business objectives.

Requirements

• 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 or support work authorization or visas for this role.

Nice To Haves

• A bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field is preferred.
• Experience ensuring reliable and secure operation of IT systems, including networks, servers, and storage.

Responsibilities

• Manage external support resources to ensure uninterrupted service for the site-wide MES, EWM, and QC Lab systems.
• Implement and maintain a knowledge base for the IT support team.
• Ensure round-the-clock IT support availability for critical issues.
• Manage the L1 on-call rotation schedule for support staff.
• Oversee IT incident handling and resolution to minimize operational disruptions.
• Ensure support requests are logged, categorized, prioritized, and resolved within established SLAs.
• Follow best practices and change-management processes when managing IT system and service changes.
• Identify and implement opportunities to streamline support and reduce response and resolution times.
• Continuously improve IT support services.
• Maintain high customer satisfaction by responding promptly to end-user needs.
• Implement quality control and quality assurance measures for IT support services.
• Monitor and report IT support performance, including KPIs and customer satisfaction metrics.
• Manage relationships with third-party vendors and suppliers to support the site's zero-downtime objective.
• Manage the IT support budget, cost control, and financial planning.
• Align IT support operations with site business goals, focusing on zero downtime.
• Help ensure reliable and secure operation of IT systems, including networks, servers, and storage.

Benefits

• Company bonus, depending in part on company and individual performance.
• Company-sponsored 401(k).
• Pension.
• Vacation benefits.
• Medical, dental, vision, and prescription drug benefits.
• 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: Senior