Service Delivery Lead - Vault Quality (QMS/Qdocs) & Integrations

BioSpace; Indianapolis (IN); On-site; USD 124,500 - 182,600; Full time

Benefits offered by this job

401(k) and pension

Medical, dental, and vision benefits

Flexible benefits and life insurance

Time off and well-being benefits

Job summary

A leading healthcare company in Indianapolis is seeking a Service Delivery Lead to oversee service management for quality solutions. The ideal candidate will have over 7 years of experience in service delivery lead roles and expertise in ITIL processes and agile methodologies. Responsibilities include managing service performance, stakeholder engagement, and compliance with regulatory requirements. Competitive salary range is $124,500 - $182,600, alongside comprehensive benefits and a collaborative work environment.

Qualifications

• 7+ years of experience in service delivery lead roles.
• Experience working in regulated environments.
• Strong understanding of service governance frameworks.

Responsibilities

• Act as primary owner for Central Quality Solutions services.
• Lead incident, problem, and change management processes.
• Collaborate with Product Managers and quality teams.

Skills

ITIL processes

Agile methodologies

Analytical skills

Vendor management

Communication skills

Education

Bachelor’s Degree in Computer Science or related field

Tools

ServiceNow

Veeva Vault

AWS

Job description

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 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 put people first and seek individuals who are determined to make life better for people around the world.

About The Role

Lilly is advancing a digital strategy that modernizes Quality through innovative digital solutions. Key priorities include:

• Established and standardized quality processes for the MQ Tech at Lilly Quality organization
• Innovation and agility to support growth across new sites, modalities, and partnerships
• Modernization of solution infrastructure through cloud-based platforms and advanced technologies

As a Service Delivery Lead for the MQ Tech at Lilly Quality organization you are the liaison between business outcomes and dependable technology services—designing, implementing, and managing the service level management process that ensures end-to-end Tech at Lilly service performance aligned to evolving business needs. You apply an Agile mindset to adapt quickly, prioritize incremental improvements, and foster collaboration across product teams. You drive operational excellence across incident, problem, change, release, and retirement, verify supplier metrics, lead ITIL-based service improvements, and serve as the primary liaison for day-to-day service changes, incidents, and problems.

Key Objectives/Deliverables

• Service Ownership:
  • Act as the primary owner for Central Quality Solutions, including Vault Quality services such as QDocs, QMS, and related integrations.
  • Ensure service availability, performance, and compliance with Lilly’s quality standards and regulatory requirements.
• Operational Excellence:
  • Lead incident, problem, and change management processes for the MQ Tech at Lilly Quality Organization
  • Monitor service health and proactively address risks and issues.
  • Drive continuous improvement initiatives to enhance system reliability and user experience.
• Stakeholder Engagement:
  • Collaborate with Product Managers, Quality business teams, and IT partners to align service delivery with business priorities.
  • Communicate service performance metrics and improvement plans to stakeholders.
• Vendor and Partner Management:
  • Manage relationships with support and technology vendors (e.g., HCL, TCS, Veeva) and integration partners.
  • Ensure adherence to contractual SLAs and quality standards.
• Governance and Compliance:
  • Maintain compliance with GxP and Lilly’s internal policies for system validation and documentation.
  • Support audits and inspections related to Vault Quality systems.
• Agile and Product Pod Alignment:
  • Work closely with Product Pods to ensure seamless integration of service delivery within the Agile operating model.
  • Contribute to backlog prioritization and release planning for Vault Quality enhancements.

How You’ll Succeed

• Build Strong Relationships: Establish trust with business stakeholders, product teams, and vendors to ensure alignment and collaboration.
• Drive Accountability: Use data-driven insights to hold suppliers and internal teams accountable for performance and compliance.
• Communicate Clearly: Provide timely, transparent updates on service health, risks, and improvement initiatives.
• Solve Problems Effectively: Apply structured problem-solving techniques to resolve incidents and root causes quickly, minimizing business impact and preventing recurrence.
• Champion Continuous Improvement: Proactively identify technical gaps and implement enhancements to optimize service delivery.
• Stay Agile and Compliant: Adapt to changing business needs while maintaining regulatory and audit requirements.
• Lead with Influence: Act as the go-to expert for service delivery, guiding teams through complex technical challenges and ensuring operational excellence.

What You Should Bring

• Service Management Expertise: Strong understanding of ITIL processes (Incident, Problem, Change, Release) and service governance frameworks.
• Technical Knowledge:
  • Familiarity with enterprise platforms such as ServiceNow
  • Knowledge of Veeva Vault, QualityDocs, and QMS, as well as modern integration solutions to ensure compliance and support validated environments
  • Understanding of cloud technologies (e.g., AWS), APIs, and modern integration platforms to diagnose issues and guide improvements with technical teams
  • Ability to interpret technical documentation and translate it into actionable service improvements
• Agile Mindset & Practices:
  • Experience working in Agile environments (Scrum, Kanban) and collaborating with product teams.
  • Ability to apply Agile principles to service delivery—prioritizing incremental improvements, fostering transparency, and adapting to changing business needs.
• Analytical & Problem-Solving Skills: Ability to analyze service performance data, identify trends, and apply structured problem-solving techniques to resolve issues quickly and prevent recurrence. Drive data-driven decisions that improve service reliability and efficiency.
• Vendor Management Experience: Skilled in managing third-party providers, validating SLAs, and leading governance reviews.
• Compliance Awareness: Knowledge of regulatory and audit requirements in validated environments (e.g., GMP).
• Communication & Leadership: Excellent stakeholder engagement skills, with the ability to influence without direct authority.

Basic Qualifications

• Bachelor’s Degree in Computer Science, Engineering, or related field.
• 7+ years of experience in service delivery lead roles.
• 7+ years experience working in regulated environments and with internal systems quality policies and procedures.

Additional Preferences

• Experience with Veeva QMS
• Knowledge of MuleSoft
• ITIL® certification and practical application of service management principles
• Understanding of technical design best practices (Cybersecurity, Privacy, Legal, Quality, TCO, serviceability)
• Knowledge of GxP, pharmaceutical manufacturing, and automation systems

Role is onsite 5 days per week at our Indianapolis site.

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. This is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.

Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Learn more about all of our groups.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is $124,500 - $182,600. Full-time equivalent employees also will be eligible for a company bonus and a comprehensive benefits program including 401(k), pension, medical/dental/vision, flexible benefits, life insurance, time off, and well-being benefits. Lilly reserves the right to amend compensation and benefit programs at its discretion. #WeAreLilly