Responsable Support Système D'information

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.

Organization Overview:
The Site Services Leader (SSL) position will focus on delivery of infrastructure services to the local business across all GISS service areas. As an onsite contact, this role has operational responsibility for managing successful delivery of IT services, and as point of contact to facilitate the transition to External Service Providers (ESP). This role is also responsible for delivering GIS projects and local essential tasks not managed by the global ESPs.

**Responsibilities**:

- Coordinate and monitor day-to-day activities to meet agreed Service Offering Definition metrics of the assigned grouping of service offerings. Compliance with SLA/SLO/SSO at site where accountable
- Responsible for execution of service and project delivery in alignment with global, regional & local plans, provide coordination and guidance to the local team. Ensure service delivery within budget and on time.
- Provide oversight on day to day service support and operation activities, including:
a. Incident Management

b. Problem Management

c. Configuration Management

d. Change Management

e. Release Management
- Effectively manage communication and coordinate with global, regional and local IT teams to ensure alignment and flawless execution.
- Responding to changes, coordinate escalation and facilitate delivery of new IT Support requirements by the local business through timely intervention to meet committed timelines. Monitor and evaluate IT service tiers, customer demand, problems and usage and take appropriate action.
- Manage failures in services on the operational level, focused on ensuring that the user has access to the appropriate services to support the business functions.
- Resource management and oversight of onsite ESP / contract resources in getting GISS services delivered onsite in alignment with business needs and global priorities
- Operational liaison with

a. Infrastructure Account Manager, Business Area (Manufacturing) IT Account Manager, GISS Service Delivery Managers

b. Internal and external staff delivering Ops and Support at the site

c. Centralised Service Desk staff
- Participate in annual business planning to ensure sufficient budget in alignment with business demands
- Provide coordination when multiple teams involved in problem resolution or DRP oversight.
- Communicate SLAs to Infrastructure Account Manager / business area IT account manager, ensuring awareness, manage expectations
- Ensure compliance to local, regional and global guidelines. Work with support staff to ensure standard service/support processes are adhered to. Facilitate sessions in process optamisation when process changes are required to improve service.
- Build effective working relationships with business partners, local/regional/global IT groups, ESPs and vendors. Work with business leaders at the manufacturing site to identify IT needs and opportunities to support business objectives and deliver service improvements. Seek continuous feedback for improvement.
- Assist Service Delivery managers with the implementation of the new model in their clusters. Act as a Change Agent to secure successful adoption and implementation.
- Provide IT presence and relevance on the ground at Fegersheim site as deemed necessary

Basic Requirements:

- Ability to negotiate and influence
- Broad knowledge of IT Service Support (ITIL)
- Knowledge of site specific environment
- Financial management of ESP’s
- Broad project management experience (preferably Agile)
- Exemplary communication skills (English)
- Strong leadership skills
- Strong network understanding
- Good knowledge of Telephony solutions
- Strong teamwork and interpersonal skills
- Ability to manage multiple priority projects
- Negotiation and vendor management skills
- Experience of working in a regulated environment (preferably pharmaceutical manufacturing)

Additional Skills/Preferences:

- Good understanding of GIS Support processes
- Knowledge of Platforms, telecoms, workplace and mobility technologies and support.

Traduction automatique en langue Française:
Aperçu de l'organisation:
Le poste de Site Services Leader (SSL) se concentrera sur la fourniture de services d'infrastructure aux entreprises locales dans tous les domaines de service de GISS. En tant que contact sur place, ce rôle a la responsabilité opérationnelle de gérer la livraison réussie des services informatiques, et en tant que point d