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Manager - IT

Eli Lilly and Company
Indianapolis, Indiana
Start date
May 29, 2024

Job Details

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.

The On-Site Service Delivery Lead oversees the design, implementation, and management of the service level processes and is responsible for ensuring that end user services are delivered to improve user experience and productivity.

The On-Site Service Delivery Lead will be responsible for developing strong relationships with internal service owners, service providers, and third-party managers within Tech@Lilly organizations. Their focus is on ensuring the seamless delivery of end-to-end services to support our business partners’ and end-users’ service needs.

What You’ll Be Doing:

As part of global On-Site Service delivery team, you will focus on improving end users experience and productivity. You will be working with various Tech@Lilly teams, vendors and external service provides to ensure continuous oversight and improvements.

How You’ll Succeed:

Oversight of On-Site Support Resources:

  • As the Service Delivery Lead, you’ll manage vendors providing on-site support resources in the US, Puerto Rico, and Canada. Your goal is to ensure services are delivered according to agreed-upon service levels. You’ll collaborate with the DCSS (Digital Core Site Services) and ITOP (IT On Point) teams.

Reporting and Analysis:

  • Provide formal reports on service level management performance, including any deviations from the agreed-upon values. This helps track progress and identify areas for improvement.

Collaboration with MADs (Merger/Acquisition/Divestiture) Team:

  • Partner with the MADs team to coordinate activities related to workplace services (WPS).

Catalog Management:

  • Take ownership of and managing the Service Catalog for Hardware, Software, and Accessories. This involves maintaining accurate records and ensuring availability to end-users.

Non-Standard Requests:

  • Focus on improving services related to non-standard hardware and software requests, as well as loaner programs.
  • Lead the HRG (High Risk Geography) project to implement Lilly Cybersecurity requirements for loaner devices.

Bulk-Purchasing Process:

  • Manage the bulk-purchasing processes for in-stock hardware and accessories, including oversight of vending machines.

Agreements and Reviews:

  • Maintain operational level agreements with internal Tech@Lilly providers, specifically related to Catalog Management and Request Fulfillment.
What You Should Bring:
  • Leadership and Influence: Demonstrating strong leadership skills.
  • Planning and Organizing: Crucial for managing tasks efficiently for on time delivery.
  • Communication: Effective communication is a cornerstone of success.
  • Problem solving: Demonstrate ability to assess customer/client needs, creatively approach solutions, decide, and influence appropriate courses of action
Basic Qualifications:

• Bachelor’s degree in computer science, Information Technology or related technical field
• High School Diploma/GED with 7 years of experience working in IT
• 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 IT team is at the forefront of digitalization to enable and advance the entire company, with increased productivity and best-in-class Customer experiences. This team provides a robust and sustainable infrastructure of hardware, software and services that are critical to enable our global workforce and business to operate and transform. As leaders in technology and understanding business requirements and challenges, this team defines and leads the overall company technology strategy.

Will this position support sponsorship?


Travel percentage for this position:


Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. 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.



Science has been our calling from the beginning. Colonel Eli Lilly founded the company in 1876 and charged employees to “take what you find here and make it better and better.” More than 147 years later, we remain committed to his vision through every aspect of our business and the people we serve, starting with discovering the best treatments for those who take our medicines and extending to health care professionals, employees and the communities in which we live. Moreover, you can also count on the team at Lilly to be incredibly civic-minded, supporting our communities through philanthropy, volunteerism, and a creative and innovative can-do spirit. 

Company info
893 S Delaware St
United States

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