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.

Service Delivery Lead

Tech@Lilly Service Delivery Lead - Automation
 

Are you interested in using technology to automate and transform business processes?

The Tech@Lilly Enterprise Automation team is seeking to add a Service Delivery Lead to the team. As a leader in the organization, this role leads a team of service-oriented engineers to maintain automation products, platforms, and components within business expectations, working alongside Site Reliability Engineer to ensure the organization is optimized to support the full application lifecycle. You will engage with business partners, vendors, and Tech@Lilly partners to enhance stability and reduce manual effort across service operations.

Are you innovative and curious about new technology that can make business processes easy and more efficient? Come join our team!
 

What You’ll Be Doing:

In this position, you will impact the way automation is delivered across the company. To do this, you utilize your leadership and technical skills to help resolve complex issues, implement important enhancements, and help modernize our automation capabilities.
 

How You’ll Succeed:As a service leader in the organization, you will partner with your global counterpart to own and lead process, people, and technology to maintain application uptime/performance, resolving critical issues and managing system defects and enhancements. This includes ownership within one time zone shift with a clear and stable handover process, providing leadership, direction, and strategy to the support team.With an approach that accepts failure, and ability to work in ambiguity, you will use your service-oriented management skills to identify, assess, and reduce support footprint by recommending and implementing automation and streamlined support processes and developing and monitoring service level objectives (SLOs) to support system operationsEngaging in continuous improvement, you will leverage relationship-building internally to troubleshoot and resolve issues in collaboration with other technical teams as the accountable owner for service and support, covering quality, security, and lifecycle management.To manage our automation portfolio, you will partner with SaaS vendors, which includes process oversight, monitoring, and service coordination as well as maintain system validation documentation and knowledge management using proper Change Management methodology.Through strong administrative leadership, you will partner with and train team members on various other support activities including audits, data collection, security analysis, corrective action, and root cause analysis. This also includes growth and development of the people within your organization through performance management and training curriculum.Demonstrating your business acumen, you will evaluate features/enhancements through technical impact analysis and estimate business value to influence decision making and improve existing automation assets created to support business process, presenting support metrics in regular cadences on achievement of internal KPIs.As a superb communicator with strong interpersonal skills, you will work and collaborate effectively on a team including with remote team members, to proactively manage expectations, estimate resource needs, and meet deadlines in a fast-moving, agile environment.

What You Should Bring:

Strong problem solving and analytical skills and highly adaptable to changing circumstances.Experience in reliability engineering and monitoring practices, environments, and tools (e.g., cloud ecosystem preferably AWS, monitoring/observability, configuration management, etc.).Experience with ITIL v4 processes, framework, and tools that support it (e.g., ServiceNow).Understanding of Amazon Web Services (s3, API Gateway, CloudFront, ECS, Lambda, ec2)Troubleshoot and resolve front-end issues, optimizing performance, and continuously improving the user experience. Ability to perform root cause analysis (using techniques like 5 Whys, fishbone diagrams, or fault tree analysis) to identify and address the underlying causes of quality issues.Ability to work with developers to provide detailed requirements to cover security, business functionality, IT desired architecture, system monitoring, proper data movement and integration.Desire to be a leader with strong teamwork and excellent oral/written communication skills with experience in global support.

Basic Qualifications:

Bachelor’s Degree in Computer Science, Information Technology or related technical field OR High School Diploma/GED plus a minimum of 8 years of experience in application solution delivery and leading others in technical projects5+ years experience in Full Stack Software Engineering or relevant IT field including: Experience supporting systems with multiple points of integration with other technologies or applicationsExperience supporting automation platforms such Automation Anywhere (RPA) and IBM BPM (Business Process Manager), internal products developed in-house, and reusable components using a microservices architectureExperience with CI/CD, Cloud and GitHub technologiesITIL v3 or v4 Foundations certification

Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for this employment position.
 

About the Organization:

Lilly IT builds and maintains capabilities using cutting edge 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.
 

The Global Information and Services (GIS) tech team leads and owns the DIGITAL CORE, tech platforms for business scale, speed and innovation. This team champions unparalleled EMPLOYEE EXPERIENCES and DIGITALLY EMPOWERED TEAMS to inspire new ways of working and increased productivity. As leaders in technology, this team catalyzes and connects TECH INNOVATION AND AGILITY across the enterprise, leading the overall company technology strategy.
 

Will this position support sponsorship:

No
 

Travel percentage for this position:

0-10%

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.

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. Our current groups include: Africa, Middle East, Central Asia Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ+ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). 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

$123,000 - $180,400

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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