Digital Core Site Service Leader

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.

**Organization Overview**:
**Responsibilities**:
The Singapore Lilly Centre for Clinical Pharmacology (LCCP) & Malaysia Global Business Services (GBS) Site Service Leader (SSL) is responsible for design, implementation, management and delivery of end-to-end IT Infrastructure services to support the business need and requirements, reporting directly to the Regional Service Delivery Manager.

As the onsite (Singapore) and remote (GBS KL) SSL contact, the role is responsible for collaborating with business areas to provide positive outcomes through optimizing the delivery and consumption of IT Infrastructure services including local essential initiatives not managed by the global External Service Providers (ESPs). Primary responsibility to ensure all Digital Core Servers are managed and delivered across both sites, working in partnership with local business, to lead transformative change while representing business needs.

This role is responsible for quality and compliance of Digital Core Site Services. The role involves managing IT compliance, conducting audits, and overseeing self-inspections to maintain high standards of service delivery; collaborate with organization to ensure adherence to regulatory requirements and internal policies.
- Manage day-to-day IT Infrastructure service activities and project delivery, ensuring alignment with global, regional, and local plans.
- Oversee service and project delivery within budget and timelines across both sites with a focus on improved business user experience.
- Manage incident, problem, configuration, change, and release management.
- Ensure execution of Digital Core services: collaboration, digital workplace, network, hosting, and service management.
- Communicate effectively with global, regional, and local IT teams to ensure alignment.
- Respond to changes, coordinate escalations, and meet new IT support requirements.
- Explore innovative use of technology to simplify and automate work, exploit new tech capabilities such as AI, cloud and automation to advance business objectives.
- Monitor and evaluate IT Infrastructure service tiers, customer demand, and usage, taking appropriate actions.
- Work with business and research teams to solve business needs, provide IT consultancy and operational support, maintain regular communication cadence for timely engagement and alignment on business priorities.
- Manage service failures and coordinate troubleshooting for complex issues.
- Oversee ESP/contract resources for onsite Digital Core service delivery. Provides site engagement co-ordination with outsourced workplace team for client computing services at both sites.
- Participate in annual business planning and ensure budget alignment with business demands.
- Build effective working relationships with business partners, IT groups, ESPs, and vendors.
- Act as a change agent for global Digital Core service adoption and implementation.
- Facilitate education for business to enhance productivity and collaboration through technology.
- Ensure compliance with local, regional, and global guidelines and improve service processes.
- Work jointly with business and research teams to identify, scope, and complete analytic efforts to address business questions, solve business needs through valued contributions.
- Set direction regarding new and existing services based on business needs
- Responsible for execution of service and project delivery in alignment with global, regional & local plans, provide coordination and guidance to the local team, deliver change through managed organization change management coordination and execution.
- Responsible for working with global service managers to fine-tune the service level agreements for IT Outsourcing needs in the site.
- Responsible for defining, implementing and maintaining a computing environment that meets the needs of the business.
- Responsible for the planning, implementation and support of all telecommunication equipment’s and platforms as well as its operations, within the premises, along with alignment and support from DCSS Service Delivery team.
- Assist in the procurement process for IT to include installation of new IT equipment with vendor assistance, quotation gathering, purchase order preparation and delivery coordination etc.
- Oversee the implementation and maintenance of quality and compliance standards across Digital Core Site Services. Ensure adherence to regulatory