Service Delivery Lead – Enterprise Data Platforms

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's Purpose

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 35,000 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.

Come bring to life technologies to lead in Pharma-tech

The Enterprise Data organization has developed an integrated and intuitive data and analytics platform. This platform enables Lilly team members to quickly ingest, transform, consume, and analyze data sets in statistical environments, advanced analytics environments, and BI/visualization tools. Contributors can easily ingest, prepare, and analyze new data sets (cleanse, enhance, publish) for others to utilize.

What you will be doing:

Reporting to the Director LCCI , In this role, as a Service Delivery Lead for the Enterprise Data Operations team, you will play a key role in ensuring the smooth and efficient delivery of data services, ensuring operational excellence, and maintaining a high level of customer and stakeholder satisfaction. You will be responsible for managing operational delivery, SLAs, incident and problem management, shift management, and continuous improvement processes, among other key duties.

This is a high-impact role requiring strong leadership, exceptional organizational skills, and the ability to manage both day-to-day operations and long-term service improvements.

How you will succeed:

• Oversee the day-to-day operational delivery of enterprise data services to ensure timely, accurate, and reliable service.
• Define, implement, and monitor Service Level Agreements (SLAs) to meet business and customer expectations.
• Ensure all service delivery meets agreed-upon standards, proactively addressing any service-level breaches.
• Lead the incident management process, ensuring that any service disruptions are quickly identified, escalated, and resolved.
• Drive root cause analysis for recurring issues and implement solutions to prevent future incidents.
• Ensure efficient tracking, reporting, and resolution of problems and incidents with minimal disruption to service.
• Oversee shift management for the data operations team, ensuring appropriate coverage and resource allocation to meet operational needs.
• Develop and manage shift schedules, ensuring a balanced workload distribution and sufficient support across all hours of operation.
• Develop and maintain regular service reports, tracking key performance indicators (KPIs) and SLAs.
• Provide clear and concise reporting to senior management, highlighting areas of success and opportunities for improvement.
• Ensure accurate and timely communication of service performance metrics to customers and stakeholders.
• Foster strong relationships with business leaders and key stakeholders, ensuring that their needs and expectations are met.
• Regularly engage with stakeholders to understand requirements, challenges, and opportunities for service improvement.
• Drive continuous improvement initiatives within the Enterprise Data Operations team to enhance service quality, efficiency, and effectiveness.
• Identify, recommend, and implement process improvements to optimize operational workflows.
• Security and Compliance: Ensure data security and compliance with relevant processes and standard operating procedures.
• Consult and Advise: On use of data products.
• Strong decision-making capabilities and the ability to drive initiatives with clarity and purpose.
  
  Qualifications / Skills
• Bachelor's Degree or equivalent in Information Technology or related field.
• 12+ years of work experiences including Information Technology experience in multiple technical areas and roles.
• Willingness to work in rotational shifts.
• Proven experience in managing SLAs, incident management, shift management, and service reporting.
• Strong knowledge of data management processes, risk management, and operational best practices.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to analyze complex data and operational issues, identifying trends and providing actionable insights.
• Experience with continuous improvement methodologies such as Lean, Six Sigma, or ITIL is highly desirable.
• Strong problem-solving abilities and a proactive, results-driven approach.

Additional Skills/Preferences
- Certification in ITIL, PMP, or similar operational management frameworks.
- Experience in data management, data governance, or data operations.
- Familiarity with enterprise data platforms and systems.

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 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.