MQ Service Delivery Assurance Manager

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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 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.

Lilly is entering an exciting period of growth and we are committed to delivering innovative medicines to patients around the world. Lilly is investing around the world to create new state-of-the-art manufacturing sites and continue expanding our existing facilities to created capacity required to continue with our mission. The brand-new facilities will utilize the latest technology, advanced highly integrated and automated manufacturing systems, and have a focus on minimizing the impact to our environment.

What You will Be Doing

This position assumes direct accountability and responsibility for ensuring effective and efficient delivery of projects and services across the MQ Organization and associated supply chains. This position works directly with service providers to establish, execute, monitor and advance delivery management practices and processes for optimized delivery of solutions and services across MQ.

How You'll Succeed

1. Serve as the primary oversight and orchestration coordinator to ensure effective and efficient delivery

of solution and services across the MQ organization. Own escalations to providers, Managers, and Directors.

2. Influence service providers' products, services, and technologies used across MQ IDS.

3. Network with service providers and MQ IDS personnel to identify and develop new services and

products to advance solution services delivery capabilities.

4. Service Delivery Oversight:

• Governance Structure / Oversight

• Work within MQ IDS and across IDS to define service metrics and monitor to ensure effectiveness which includes leading periodic governance meetings with service providers

• Manage periodic meetings with MQ IDS Service Delivery Managers and Leaders to ensure visibility to operational metrics such as SLA's, CAPA items, Deviations, and ensure issues are addressed appropriately

• Performance Analysis and Improvement

• Monitor the effectiveness of current practices (both providers and Lilly), analyze for systemic problems, propose alternatives, and partner with providers, Solution Services and MQ IDS organizations on implementation of process advancements.

• Leads adoption of new or improved IT services (e.g. email and calendaring) and service management initiatives across MQ IT.

Service Level Management

• Lead establishment of service level requirements across MQ IDS service engagements, monitor for conformance and escalate areas needing attention across MQ

Risk Management

• Evaluate and assess service provider's capability and manage overall performance and risk profiles.

• Work with Service Providers Compliance Officer as needed on current issues or opportunities for process improvements

Forecasting and Demand Management

• Establish demand management framework for Lilly and Supplier, including process integration with other tools/processes (e.g. ServiceNow)

• Monitor, review and communicate performance metrics for Demand Management Process

5. Relationship Management

• Manage relationships between Solution Services providers, MQ, and Global Services, Global Information Services and manufacturing sites.

• Provide both the Supplier and the "customer" of its Services with a central communication and escalation channel.

• Documentation steward to manage the relationship with the Supplier.

6. Contract Management

• Contract Change Management

• Document, facilitate, and agree on contract changes, deliverables and/or amendments

• Maintain current contract documentation

• Validate suppliers adhere to contract change control process.

• Contract Dispute Management

• Document and Facilitate resolution of contract disputes with responsible parties (procurement, legal, supplier, Lilly leadership, etc.)

7. Value Leakage

• Establish and monitor key measures that will maximize financial (e.g., return on investment) and operational performance, while minimizing overall risk.

8. Financial Management & Reporting

• Manage all financial consumption of services across all MQ IDS services providers monthly

• Validate outsourced services provided are accurately invoiced, approved, and charged back to appropriate cost centers or work breakdown structures each month.

• Maintain accurate planning and actual spend data to provide reporting to IT management showing the value of the original business case.

• Ensure service credit mechanisms are accurate and drive expected behaviors to ultimately provide improved supplier service.

What You Should Bring

• Multiple years of experience leading the effective utilization of external service providers to deliver projects and services.

• Deep understanding of Solution Services and Service Management Processes

• Demonstrated ability to triage issues and escalate only those that are appropriate

• Demonstrated ability to seek out process and service improvement opportunities and then effectively deliver the improvements

• Demonstrated ability to influence peers and leadership consistently and significantly 6. Demonstrated ability to drive multiple initiatives at the same time.

• Demonstrated high-level of intellectual curiosity, external perspective, and interest in advancing solution and service delivery management processes

• Desire and ability to communicate using various methods in diverse forums including leading governance meetings with peers and leadership (internal and external)

• Desire and ability to work independently with minimal direction.

• Desire and ability to operate at multiple levels (operational and strategic)

• Multiple years of experience applying SDLC and QMS practices to deliver validated solutions and services

Your Basic Qualifications

• Bachelor's degree Computer Science, Computer Engineering, or a related field.

• High School Diploma/GED with 3-5 years industry experience.

Additional Preferences ITILv3 certification

About the Organization -

Lilly IT builds and maintains capabilities using groundbreaking technologies like most prominent tech companies. What differentiates Lilly IT is that we create new possibilities through tech to advance our purpose - creating medicines that make life better for people around the world, like data driven drug discovery and connected clinical trials. We hire the best technology professionals from a variety of backgrounds, so they can bring an assortment of knowledge, skills, and diverse thinking to deliver innovative solutions in every area of our business.

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Additional Information -

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 ( ) 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.

Lilly is an EEO/Affirmative Action Employer and does 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.

Our employee resource groups (ERGs) offer strong support networks for their members and help our company develop talented individuals for future leadership roles. Our current groups include: Africa, Middle East, Central Asia Network, African American Network, Chinese Culture Network, Early Career Professionals, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinos at Lilly, PRIDE (LGBTQ + Allies), Veterans Leadership Network, Women's Network, Working and Living with Disabilities. Learn more about all of our groups.

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