Lead Service Designer

About the job 

Our Team:

This position is part of the Service Excellence, a transversal organization into Sanofi Business Operations. Service Excellence designs, implements, and maintains scalable, efficient, and user-centric Enterprise Service Management (ESM) capabilities that connect Sanofi employees and partners with operations through standardized frameworks and solutions​ 

The Lead Service Designer serves as the strategic owner of service management processes, acting as a Process Lead while partnering with one or many service lines. This role empowers service lines to define, design, and maintain their service offerings and catalogs. By ensuring proper deployment on service management platforms, the Lead Service Designer drives optimal and efficient service delivery throughout the organization. 

Main responsibilities:

Service Process Management

Lead and own service management processes as a Process Lead 

Guide service lines in process implementation and adherence 

Develop and maintain process documentation, standards, and best practices 

Service Catalog Enablement

Enable service lines to define and design their service offerings and catalogs 

Provide expertise and frameworks for effective service catalog development 

Facilitate service definition workshops and review sessions 

Ensure service catalogs align with business needs and organizational standards 

Project Management

Lead service design and implementation projects from inception to completion 

Develop project plans with clear milestones, deliverables, and resource requirements 

Manage project scope, timeline, budget, and risks effectively 

Coordinate cross-functional teams to achieve project objectives 

Track project progress and provide regular status updates to stakeholders 

Service Management Solution Deployment

Support service lines in deploying their catalogs on service management platforms 

Provide guidance on configuration best practices and standards 

Ensure proper integration between service catalogs and management tools 

Oversee implementation quality and consistency across service lines 

Stakeholder Engagement and Partnership

Build strong partnerships with service line owners and managers 

Coach service lines on service design principles and methodologies 

Serve as a trusted advisor for service management questions and challenges 

Facilitate knowledge sharing and best practices across service lines 

Continuous Improvement

Identify opportunities to enhance service definition and catalog processes 

Guide the implementation of feedback mechanisms to capture insights 

Drive standardization and efficiency in service catalog management 

Promote innovation in service design and delivery methods 

About you  

Experience:

5+ years of experience in service design, service management, or related fields 

Proven track record in guiding service catalog development and implementation 

Experience with service management tools and platforms (ServiceNow, etc.) 

Experience in applying service management frameworks 

Experience in project management and leading cross-functional initiatives 

Experience partnering with diverse stakeholders across organizational boundaries 

Experience in a business domain preferred 

Soft skills:

Strong coaching and facilitation abilities 

Excellent communication skills with ability to translate complex concepts into clear guidance 

Strategic thinking with focus on enabling service lines for success 

Project management skills including planning, organization, and execution 

Persuasive in advocating for standardized approaches and solutions 

Collaborative mindset with ability to influence without direct authority 

Technical skills:

Advanced in service design methodologies and techniques 

Strong in service catalog management principles and practices 

Proficient in project management methodologies and tools 

Proficient in process mapping, service blueprinting, and documentation 

Working knowledge of service management platforms and their capabilities 

Understanding of IT and business service management principles 

Languages: English (fluent) 

Pursue progress, discover extraordinary 

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.  

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.  

Watch our ALL IN videoand check out our Diversity Equity and Inclusion actions at sanofi.com!