Technical Service Delivery Lead

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work—but it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us. 

The Technical Application Support Lead serves as the main point of contact for the day-to-day support, stability, and technical health of an assigned portfolio of GPS applications. This role owns the application support function for assigned applications, platforms, integrations, or enabling capabilities, partnering with technical system owners to resolve incidents, coordinate technical delivery, and maintain reliable, well-supported operations. This role joins the Global Patient Safety Lilly Tech team, focused on providing innovative safety solutions that improve the lives of patients while maintaining the highest level of compliance. If you are someone who brings a blend of technical and consultative skills and is open to wide ranging responsibilities, this role will be a great fit for you.

Service Management

• Serve as the application support lead for designated portfolio systems, partnering with technical system owners and applying IT best practices (for example, ITIL) to ensure operational readiness, supportability, lifecycle alignment, and system health.

• Maintain application uptime and performance, serving as the primary escalation point for service performance issues and operational risks, and leading the support team in resolving critical incidents and problems.

• Coordinate incident, problem, and service improvement activities in partnership with product support, vendors, and centralized service teams.

• Lead technical development and build activities for the assigned portfolio, translating business requirements into design elements (configuration, development, and data integration) for developers or product vendors, and participating in coding and configuration activities as needed.

• Coordinate testing, deployment, and stabilization activities for system changes, including training and business adoption support, to ensure reliable, well tested delivery.

Service Delivery & Operational Excellence

• Monitor service performance against agreed service levels, KPIs, and operational targets; identify trends, risks, and improvement opportunities.

• Identify and advance opportunities to automate service management processes, including monitoring, incident routing, knowledge capture, workflow execution, reporting, and recurring operational tasks.

• Partner with internal and external providers to improve service reliability, reduce manual effort through automation and process simplification, and enhance collaborator experience.

• Provide portfolio level reporting, insights, and recommendations to business and IT leadership, including insight into risks, trends, and service improvement progress.

• Analyze and communicate project and service status to multiple audiences, including all levels of management.

Business Consultation

• Build effective relationships with business areas using business and systems analysis skills to determine key business needs and influence technology solutions related to business processes.

• Evaluate proposed project ideas and software changes through technical impact analysis and estimated business value to influence decision making.

• Document business requirements and effectively communicate them to software vendors, developers, and testers in a way that is understandable and complete, in order to achieve business and project objectives.

• Influence the execution of projects in collaboration with vendors, business partners, team members, and management.

• Use standardized processes for requirements definition, analysis, design, construction, and test activities.

• Bachelor's degree in Computer Science, Information Technology, Information Management, Business, or similiar fields

• 3+ years of experience with the software development life cycle, spanning project initiation through deployment, support, and retirement.

• Experience managing service delivery, application support, technology operations, or related service portfolios.

• Qualified applicants must be authorized to work in the United States on a full time basis. Lilly will not provide support for or sponsor work authorization or visas for this role now or in the future, including but not limited to F 1 CPT, F 1 OPT, F 1 STEM OPT, J 1, H 1B, TN, O 1, E 3, H 1B1, or L 1.

• Experience with ITIL, ServiceNow, or other service management platforms and practices.

• Experience with Amazon Web Services (CloudFormation, Lambda, Glue, RDS) and implementation of those services in a regulated environment.

• Understanding of Windows Server, Red Hat Linux, and Oracle database environments.

• Understanding of core networking concepts and Microsoft Azure / Entra ID capabilities (for example, Active Directory, group management, and group policies).

• Experience with development and analysis languages and tools such as SQL, PL/SQL, Python, Java, JavaScript, Go, Node.js, and RESTful web services.

• Experience with HP ALM, GitHub, Slack, and JIRA.

• Experience working in a regulated GxP environment; familiarity with software quality assurance methods and techniques.

• Experience with Agile Scrum, Critical Chain, DevOps, and DevSecOps methodologies; ITIL, PMP, or Lean Six Sigma certification a plus.

• Demonstrated ability to lead service performance using SLAs, KPIs, operational metrics, and service health indicators.

• Experience developing service dashboards, performance reporting, or executive level service health summaries.

• Familiarity with automation tooling, workflow orchestration, or AI enabled support capabilities.

• Experience leading teams and a demonstrated ability to broadly influence business and IT leaders across the organization.

• Experience supporting enterprise transformation, service standardization, or operating model optimization initiatives.

Location & Work Flexibility
This role is based at our Lilly Corporate Center in Indianapolis, IN. We offer a flexible hybrid work model, with three days onsite and two days working remotely each week, supporting both collaboration and work‑life balance.

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 (AMECA), Black Employees at Lilly (BE@Lilly), Chinese Culture Network (CCN), EnAble, Evolve, Lilly Indian Network (LIN), Organization of Latinx at Lilly (OLA), Pride (LGBTQ+ Allies), Veterans Leadership Network (VLN) and Women’s Initiative for Leading at Lilly (WILL).

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location.  The anticipated wage for this position is

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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