Manager - Information Technology Eli Lilly -
Indianapolis, IN
Position Description:
Global Network Services (GNS) provides data, voice, and video network services across all Lilly geographies. GNS is a team within the Global Infrastructure Center of Excellence. Services include wide area network (WAN) connectivity between Lilly sites, local area network (LAN) connectivity at each site, telephony, connectivity to collaboration partners, internet connectivity, web/audio/video conferencing, and more. The majority of these services are provided through a managed services agreement with AT&T, and other suppliers.
The primary role of the U.S. Network Services Delivery Manager is to maximize the business value delivered from all network services provided by GNS across all Lilly sites located in the United States. There are peer network services delivery managers for all other Lilly geographies. Maximizing the value of network services is accomplished by ensuring service levels are maintained and continually improved, and that any problems with the day-to-day delivery of network services are minimized. The service delivery manager functions as the primary communicator for the services provided to our customers.
The U.S. Network Services Delivery Manager will report to the Global Network Services Director.
Primary Responsibilities:
1. Service Delivery Management
Conduct regular service reviews; manage and audit service provider performance and
productivity relative to service level agreements
Define and implement service level reporting for clients
Review/monitor service provider incident, problem, change management processes,
and escalation procedures
Review change business impact and negotiate network services downtime with customers
As operational incidents occur, review service provider recovery and permanent fix plans
Resolve conflicts between internal customers and network service providers
Manage client demand internally and service provider response to demand
In partnership with Corporate Communications, develop and distribute written
communications as needed to business leaders and employees
Provide early notification to the Network Services Director regarding degraded or missed service
levels, or significant business impact
2. Supplier Management
Establish metric/performance reporting; track service provider performance and ensure
viability of service levels
Communicate important policy changes that affect operations to service provider and/or
client
Educates service provider on program/product/operational/business details
Interface with Procurement and Finance as needed to analyze service provider performance
Provide direction and leadership in developing the business processes that ensure contractual
compliance
Perform capacity and demand planning with service provider – Forecast customer demand
for all in-scope and new services. Coordinate services within domain to ensure priorities are
addressed appropriately
3. Resource Management
Manage and develop staff
Provide forecasts for long range plan and annual business plan
Manage U.S. network services spend to business plan/forecast
Ensure the lifecycle of all network assets located in the U.S. are managed with a proper risk- based approach
Meeting and Contacts:
The Service Delivery Manager will meet frequently in regularly-scheduled management meetings with the service provider
Participant in the monthly Management Governance meeting
Lead regular service review meetings with customers
Meets with other stakeholders as needed
Minimum Requirements:
Bachelor Degree
5 years of operational experience with telecommunications or infrastructure services
3 years of supervisory experience
3 years of outsourced vendor management experience
Previous experience with moderate amounts of after hour notifications and incident management engagement
Willing to travel 5% domestically
Additional Skills/Preferences :
Strong root cause investigation and problem resolution skills
Ability to accomplish results through others, particularly by establishing relationships, effective
controls and monitoring processes
Proven negotiation and influencing skills
Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and
influence appropriate courses of action.
Experience with indirect management – managing by influence as opposed to positional authority.
Strong collaboration and partnering skills
Strong verbal and written communication skills
Knowledge of pharmaceutical business
Process skills such as Six Sigma
Project management experience
Lilly credits its exceptional employees for its successes, and knows the key to ongoing achievement lies in attracting and retaining the best people. A company rich in heritage, Lilly employs individuals, conducts research and markets products worldwide. By providing for the unmet needs of our customers through a continuous stream of innovation, we will outgrow all competitors.
Lilly earns consistent and wide recognition for creating an exceptional work environment while maintaining our highly regarded reputation in the Pharmaceutical Industry and Community. The following is a selection of awards and recognition Lilly has received in recent years:
Awards and Recognition
ELI LILLY AND COMPANY IS AN EQUAL OPPORTUNITY EMPLOYER
Eli Lilly - 13 months ago
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