Organization OverviewTechnology at Lilly builds and maintains capabilities using cutting-edge technologies alongside the most prominent tech companies. What differentiates Lilly IT is that we create new possibilities through technology to advance our purpose - creating medicines that make life better for people around the world. 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.
Digital Core Site Services (DCSS) plays an integral role in the delivery of infrastructure services at Lilly sites and affiliates globally, enabling the IT solutions that power our business across the enterprise - from research and development to manufacturing and commercialization. DCSS focuses on reliable operations, workforce productivity, simplified engagement, strong information protection, and improved time to value for the business.
Job Profile / SummaryThe Site Services Leader (SSL) is responsible for the delivery, coordination, and optimization of infrastructure services across assigned sites. Working in close partnership with functional IT and local business leadership, this role coordinates business partners and service providers to ensure reliable, high-quality service delivery aligned with global, regional, and local priorities.
The SSL partners closely with local business functions, administrative teams, functional IT teams, and external service providers to ensure services are delivered effectively and continuously improved. Success in the role depends on collaboration and influence rather than direct authority over all site technology. Depending on assignment, the role may also provide remote support to additional sites, affiliates, or distribution locations.
What You'll Be DoingAs the Site Services Leader (SSL), you will own the site's digital service experience and infrastructure service outcomes. You will orchestrate delivery across service towers, technology teams, and providers; ensure operational readiness and business continuity; and lead through influence in a matrixed environment. You will make ownership, dependencies, risks, and tradeoffs visible, so business-critical needs are translated into coordinated action.
How You'll Succeed- By working jointly with service towers and local business technology teams, you will ensure IT infrastructure operations run reliably and securely and that the technology stays current.
- With a high level of curiosity, you will maintain a broad understanding of Lilly's technology and business strategy, staying fully engaged with local business partners and technology teams to deliver the best outcomes for your site.
- You will bring your technical experience to tailor technology and services to local needs and improve your business partners' digital experience.
- You are always looking for innovative ways to improve and deliver infrastructure services and capabilities.
Key ResponsibilitiesService Delivery & Operations- Lead execution of infrastructure service delivery aligned with global, regional, and local plans
- Ensure services are delivered on time, within budget, and meeting defined SLA and KPI expectations
- Act as the primary escalation point for site-level service issues and major incidents
- Monitor service performance, demand, and usage; drive improvements as needed
Service Tower Coordination- Coordinate delivery of site infrastructure services, including:
- Workforce Productivity Services (Windows, macOS, iOS, print, meeting technology)
- Network and Telecom Services
- Hosting / Cloud and Server Platform Services
- Service Management & Supplier Optimization
- Partner with global and regional service towers to ensure effective service delivery
- Ensure consistent execution of standard processes across teams and providers
Vendor & Resource Management- Provide oversight of onsite and remote external service providers and contract resources
- Ensure vendor performance aligns with business needs and service expectations
- Coordinate resources across multiple sites as required
Business Engagement & Alignment- Build strong relationships with business stakeholders across the site's functional and administrative areas
- Represent local business needs to global and regional Digital Core teams
- Act as a trusted advisor to site leadership on IT-related needs and opportunities
- Gather feedback to drive continuous service improvements
Continuous Improvement & Strategy- Drive initiatives to improve service quality, efficiency, and end-user experience
- Identify service gaps, risks, and improvement opportunities and lead corrective actions
- Contribute to site-level planning aligned with Digital Core strategies
Compliance, Risk & Security- Ensure adherence to local, regional, and global standards and processes
- Partner with Protect Lilly, Lilly's information security organization, to maintain strong data protection and information security practices
- Support the regulatory and quality requirements applicable to the site's operating environment
Communication & Change Leadership- Lead coordination across global, regional, and local IT teams
- Support adoption of new services, tools, and processes
- Provide strong IT presence and engagement at the site level
Basic Qualifications- Bachelor's degree in Computer Science, Information Technology, or a related technical engineering discipline, including Software Engineering, Computer Engineering, Information Systems, Cybersecurity, Information Science, Network Engineering, Systems Engineering, Computer Information Systems (CIS), Management Information Systems (MIS), Cloud Computing, Data Science
- 2+ years of related working experience, or equivalent relevant working experience in IT infrastructure, service delivery, or site support (e.g., end user computing, telecom/network, server/cloud, desktop)
Preferred Qualifications- Experience with IT service management (ITIL)
- Broad understanding of IT infrastructure across end user computing, telecom/networks, cloud and server platforms, collaboration platforms (e.g., Microsoft 365), and Windows, macOS, and iOS operating systems, including hands-on proficiency with Apple platforms
- Experience supporting regulated environments (e.g., GxP, GMP, Quality) or scientific/laboratory environments
- Demonstrated ability to lead through influence and coordinate cross-functional teams
- Strong communication and stakeholder engagement skills
- Experience managing external service providers, vendors, and third parties
- Proven ability to lead through influence and coordinate cross-functional teams
- Strong leadership, teamwork, communication, and stakeholder engagement skills
- Ability to operate effectively in a multi-site, matrixed environment
- Self-management skills with a focus on results and prompt, accurate completion of challenging work
- Demonstrated problem-solving and issue resolution skills
Additional Information- Location: San Diego, California - Hybrid Onsite 3 days
- Travel: 10-15%
- May include remote support responsibility for additional sites, affiliates, or distribution locations
