Tech@Lilly MQ - Service Delivery Manager - Alzey

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.

At Lilly in Germany, we are currently planning and building a high-tech production facility in Alzey (Rhineland-Palatinate), which will expand our production of injectable drugs from 2027 and employ up to 1,000 specialists. To make the most of our innovative production site, we are looking for motivated reinforcements who, together with us, will ensure the supply of Lilly medicines in Germany, Europe, and worldwide, in line with the three Lilly values of "Excellence," "Integrity," and "Respect for People."

Responsibilities:

As the Tech@Lilly Service Delivery Manager, you will play a key role to oversee and manage the IT support at our Alzey manufacturing site. This position plays a critical role in ensuring that all IT systems are maintained, supported, and continuously improved to achieve the aspirational goal of zero downtime.

Key Objectives/Deliverables:

• Ensuring the reliable and secure operation of IT systems, including networks, servers, and storage, to minimize downtime and maximize productivity.
• 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.
• Handle changes and updates to IT systems and services with minimal disruptions, following best practices and change management processes.
• 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 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.
• Manage IT support resources, including hardware, software, and tools necessary for providing uninterrupted services.
• 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 Software Engineering, Computer Science, Computer Engineering, or a related field.
• Minimum of 5+ years of IT leadership experience working in IT Support.
• The capability to align IT support services with the organization's overall strategic goals and industry-specific objectives.
• Excellent problem-solving skills to address complex IT issues and implement effective solutions in a timely manner.
• Exceptional customer service and communication skills to maintain high end-user satisfaction.
• Proficiency in handling IT changes, updates, and system upgrades with minimal disruptions and in accordance with industry best practices.
• Proficiency in ITIL principles, including incident, problem, and change management, to streamline IT support processes.
• Demonstrated experience in managing IT support teams in a 24/7 operational environment, with expertise in handling critical and high-availability systems.
• Knowledge and experience in developing and implementing disaster recovery plans, business continuity strategies, and high-availability solutions.
• Skills in vendor relationship management, contract negotiation, and compliance enforcement to ensure reliable third-party support.
• Understanding of cybersecurity best practices to protect critical pharmaceutical manufacturing systems and sensitive data.
• Proven ability to work effectively in high-pressure, time-sensitive situations.

Additional Skills/Preferences:

• Master’s degree in Computer Science, Information Technology, Business Administration, or a related field is preferred.
• Exposure to international operations, diverse teams, global IT projects, or working in a global organization.
• Previous LEAN and Agile experience.
• Understanding of pharmaceutical manufacturing processes and compliance with industry-specific regulations, such as FDA guidelines for Good Manufacturing Practices (GMP).
• Certification in relevant IT areas (e.g., ITIL, CompTIA A+, CompTIA Network+) is a plus.
• Proficiency in German and strong English language skills
• On-site presence required

What can you look forward to with us?

• Pioneering spirit:Become part of a team of specialized professionals that will grow to up to 1,000 colleagues over the next three years.
• Innovation:You will work in a medical high-tech production facility equipped with the most advanced technology.
• Creative freedom:From the beginning, you will have the freedom to contribute your ideas and implement them in cross-functional teams.
• Development:We value the individual career development of our employees and ensure fair access to professional development worldwide through our "Lilly University."
• Financial benefits:In addition to your attractive salary, we offer you the option of an excellent company pension plan and other individual benefits.

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lillydoes not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

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