Service Delivery Lead - MQ IT

As the Tech at Lilly Service Delivery Lead, you will oversee and manage the IT support at our Parenteral, Device Assembly, and Packaging Facility in Kenosha, Wisconsin. This position is critical in ensuring that all IT systems are maintained, supported, and continuously improved to achieve the aspirational goal of zero downtime.

Key Objectives/Deliverables

• 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 comprehensive knowledge base so that the IT support team can access relevant information and solutions for common issues.
• Ensure round-the-clock availability of IT support to address critical issues and minimize downtime.
• Manage the L1 on-call rotation schedule for support staff.
• Oversee the handling and resolution of IT incidents, ensuring timely and effective responses to minimize operational disruptions and ensuring that all support requests are efficiently logged, categorized, prioritized, and resolved within established SLAs.
• Follow best practices and change management processes to manage changes and updates to IT systems and services with minimal disruptions.
• Identify and implement opportunities to streamline support processes and reduce response and resolution times.
• Continuously improve IT support.
• Maintain high levels of customer satisfaction by delivering exceptional IT support to end-users and addressing their needs promptly.
• Implement quality control and quality assurance measures to ensure that IT support services meet or exceed established standards.
• Regularly monitor and report on the performance of the IT support function, including KPIs and customer satisfaction metrics.
• Manage relationships with third-party vendors and suppliers to ensure their services align with the site's zero-downtime objective.
• Manage the budget for the IT support function, ensuring cost control and efficient financial planning.
• Align IT support operations with the site's overall business goals and objectives, with a strong focus on achieving zero downtime.

Basic Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Business Administration, or a related field is preferred.
• Handle changes and updates to IT systems and services with minimal disruptions, following best practices and change management processes.
• 5+ years delivering exceptional IT support to end-users and addressing their needs promptly.
• Authorization to work in the United States on a full-time basis. Lilly will not provide support for or sponsor work authorization or visas for this role.

Additional Preferences

• Ensuring the reliable and secure operation of IT systems, including networks, servers, and storage, to minimize downtime and maximize productivity.
• Maintain high levels of customer satisfaction by delivering exceptional IT support to end-users and addressing their needs promptly.
• Ensure round-the-clock availability of IT support to address critical issues and minimize downtime.
• Implement an on-call rotation schedule for support staff.
• Oversee the handling and resolution of IT incidents, ensuring timely and effective responses to minimize operational disruptions.
• Ensuring that all support requests are efficiently logged, categorized, prioritized, and resolved within established SLAs.
• Identify and implement opportunities to streamline support processes and reduce response and resolution times.
• Continuously improve IT support.
• Implement and maintain a comprehensive knowledge base for the IT support team to access relevant information and solutions for common issues.
• Implement quality control and quality assurance measures to ensure that IT support services meet or exceed established standards.
• Regularly monitor and report on the performance of the IT support function, including KPIs and customer satisfaction metrics.
• Manage relationships with third-party vendors and suppliers to ensure their services align with the site's zero-downtime objective.
• Manage the budget for the IT support function, ensuring cost control and efficient financial planning.
• Align IT support operations with the site's overall business goals and objectives, with a strong focus on achieving zero downtime.