Tech@Lilly Service Delivery Manager

Overview

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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 are looking for people who are determined to make life better for people around the world.

Location: Alzey, Rhineland-Palatinate, Germany. This site is planned as a high-tech production facility to expand our injectable drug production from 2027 and employ up to 1,000 specialists. Roles may be posted at the lowest level of a band with opportunities across levels. For example, a P2 candidate may be selected for a P1-P3 banded position and remain a P2 in the new role.

Role: Service Delivery Manager – oversee IT support at the Alzey manufacturing site, aiming for zero downtime and continuous improvement of IT systems.

Responsibilities

• As the Service Delivery Manager, oversee and manage the IT support at the Alzey manufacturing site, ensuring IT systems are maintained, supported, and continuously improved to achieve zero downtime.
• Ensure reliable and secure operation of IT systems (networks, servers, storage) to minimize downtime and maximize productivity.
• Provide 24/7 IT support availability for critical issues, implementing an on-call rotation to promptly address disruptions.
• Oversee incident handling and resolution, logging, categorizing, prioritizing, and resolving according to established SLAs.
• Manage changes to IT systems and services with minimal disruption, following change management processes.
• Identify opportunities to streamline support processes, reduce response and resolution times, and drive continuous improvement.
• Maintain high stakeholder satisfaction by delivering exceptional IT support and addressing end-user needs promptly.
• Implement and maintain a knowledge base for the IT support team.
• Apply quality control measures to ensure IT support services meet standards.
• Manage IT support resources (hardware, software, tools) to ensure uninterrupted service delivery.
• Monitor and report on IT support performance, including KPIs and customer satisfaction.
• Manage relationships with third-party vendors to align with zero-downtime objectives.
• Oversee the IT support budget with cost control and value-driven resource allocation.
• Align IT support operations with site goals, maintaining focus on zero downtime and operational excellence.

Basic Qualifications

• Bachelor’s degree in Software Engineering, Computer Science, Computer Engineering, or a related field.
• Minimum of 5+ years of IT leadership experience in IT Support or Service Management.
• Ability to align IT support services with organizational strategy and industry objectives.
• Strong problem-solving skills to address complex IT issues and deliver timely solutions.
• Exceptional stakeholder management and communication skills for cross-functional collaboration in an Agile environment.
• Proficiency in managing IT changes, updates, and system upgrades with minimal disruption, leveraging Agile practices and ITIL principles where appropriate.
• Solid understanding of ITIL incident, problem, and change management in an Agile context.
• Experience leading IT support teams in 24/7 operations with high-availability systems.
• Knowledge of disaster recovery, business continuity, and high-availability solutions.
• Vendor management, contract negotiation, and compliance enforcement experience.
• Awareness of cybersecurity best practices to protect sensitive systems and data.
• Ability to work under pressure and foster a culture of continuous improvement.

Additional Skills/Preferences

• Master’s degree in Computer Science, Information Technology, Business Administration, or related field (preferred).
• Experience with international operations and multinational teams.
• Understanding of pharmaceutical manufacturing processes and GMP/FDA regulations.
• Hands-on experience with Manufacturing Execution Systems (MES) and SAP EWM; experience with Rockwell PharmaSuite is a plus.
• Lean manufacturing and Operational Excellence experience; Lean Six Sigma Green/Black Belt preferred.
• IT certifications such as ITIL 4, PSM, SAFe, or KMP are a plus.
• Experience with ServiceNow, Jira, and HP ALM.

This job description is intended to provide a general overview of the job requirements. Requirements may change over time. For GMP purposes, update the description for significant changes. Consult your supervisor for actual responsibilities and duties.

Lilly is an equal opportunity employer. If you require accommodation to submit a resume, please complete the accommodation request form at Lilly does not discriminate on age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability, or other legally protected status. #WeAreLilly

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