Service Management L3-1

About the job

We are a global biopharmaceutical company focused on human health. Our purpose is to find treatment to fight pain and ease suffering. We combine breakthrough science and advanced technology to develop life-changing medicines and vaccines.

Digital & Data is at the heart of Sanofi: our ambition is to be the leading digital healthcare platform to develop & deliver medicine faster, enable healthcare professionals to improve treatments and help patients improve their health. Our scale, strong connections within health ecosystems across leveraging the world, and ability to leverage Sanofi’s capabilities make us the best place to push the boundaries of medicine through technology.

The Digital Manufacturing & Supply organization has established a dedicated organization to cover MSAT & Leading at the same level as Quality, Manufacturing & Supply Chain. This reflects the growing importance of digitalization of these functions and their establishment as global functions within M&S as well as the increasing focus of M&S on new Product Launches in line with the broader strategic roadmap of Sanofi.

Sanofi Global MSAT (Manufacturing Sciences, Analytics, and Technology) acts as a crucial link between our R&D and Manufacturing facilities, playing a vital role in securing the present portfolio and delivering future launches of high-quality and innovative drugs and vaccines.

One of key priority is to be able to launch of 3 to 5 new products annually across various modalities, enabling us to reach and serve more patients and communities.

We are an innovative global healthcare company with one purpose: to chase the miracles of science to improve people’s lives. We’re also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible. Ready to get started?

About Growing with us

Manufacturing and Supply (M&S) is an essential link between R&D and patients whether we talk about the production of active ingredients, the production of drugs & vaccines, the delivery devices or the distribution to customers (wholesalers, pharmacies, hospitals). The patient is at the heart of the industrial strategy. Performance translates into quality medicines produced in our factories, by proud and committed teams.

As Lead Service Owner, you will play a critical role in driving the implementation and management of Sanofi's M&S Launches activities, in order to secure and our futures Sanofi new products Launches.

The LEDP Lead Service Owner is responsible to drive the evolution and optimization of our Launch Engine Digital Platform. This role requires a visionary mindset to anticipate industry trends, identify opportunities for innovation, and lead cross-functional teams toward operational excellence.

As a strategic interface between business stakeholders, functional and technical teams, the Lead Service owner is translating complex manufacturing requirements into scalable digital solutions.

Main responsibilities

·            Lead incident management strategy, and establish an operational framework to achieve zero-blocking points in production

·            Accountable for service quality and cost optimization

·            Lead the operational framework for managed services defining, monitoring, and reporting on service levels and KPIs, holding accountability for SLA adherence and escalating decisions when thresholds are at risk

·            Align with Product Owners, Digital Experts on service roadmaps and priorities

·            Driving root cause analysis, and implementing systemic fixes to prevent recurrence

·            Serve as the single point of contact (SPOC) and trusted advisor for
Business stakeholders — to maximize user value through adoption, engagement, and continuous feedback loops
Functional Experts and Product owner — to anticipate, prioritize, and resolve issues before they impact service delivery
Digital Tech — to proactively define pre-requisites, coordinate dependencies, and monitor infrastructure performance,
Digital Quality — to establish, maintain, and continuously improve Service Management operations according to SLA,
and Cyber Security teams — to guarantee platform adherence to security requirements and drive timely remediation of identified risks

·            Act as the authority for service change management, providing authoritative impact analysis and recommendations for proposed changes

·            Drive vendor accountability for service delivery quality and lead time, ensuring alignment with Sanofi's standards and platform objectives

·            Engage with key stakeholders to communicate platform performance, crisis, risks, and investment needs with clarity and confidence

·            Ensure full compliance with relevant regulatory requirements, industry standards, and Sanofi's internal governance frameworks, including GxP where applicable

·            Act as a reference point by sharing expertise, providing guidance, and enabling a Knowledge Base to facilitate root cause analysis and accelerate problem resolution

·            Foster a culture of continuous improvement, best practice adoption and innovation by actively driving the integration of Automation & Artificial Intelligence capabilities

About you

Minimum Experience & Knowledge Required

1.    Technical Expertise

·         Expertise in PLM, BOM, CAD, Recipe Management and related solutions (Product/Process/System/Requirements/Risks/Verification & Validation etc.)

·         Deep knowledge in 3DExperience platform in term of service management (administration, configurability, data model etc.)

·         Strong knowledge of Digital / IT service delivery models and frameworks

·         Advanced Experience with service management tools and platforms (such as Service Now)

·         Experience with Agile product management and related tools (such as Jira)

2.    Required Qualifications

·         Proven mastery of the ITIL framework and IT service management best practices

·         Established track record of operational excellence, and cross-functional initiative leadership

·         Strong analytical, risk assessment, and decision-making capabilities in complex, multi-stakeholder environments

·         Experience in crisis management (DRP)

3.    Soft Skills

·         Exceptional communication and influencing skills, with the ability to engage and align audiences from technical teams to leaders

·         Strategic mindset with the ability to balance long-term vision with short-term operational realities

·         High degree of autonomy, initiative, and ownership in ambiguous or evolving environments

·         Excellent vendor management skills

4.    Preferred Qualifications

·         Leading digital transformation initiatives in manufacturing

·         Strong knowledge of Industry 4.0 concepts, technologies, and their application in manufacturing contexts

·         Mastering cloud-based solutions

·         Experience with cyber security practices application

·         Experience in pharmaceutical or life sciences industry

·         Understanding of pharmaceutical manufacturing processes

·         ITIL certification

·         Agile experience (Scrum, Safe …)

·         Project management certification (e.g., Scrum Product Owner, PMP, Prince2)

·         Experience with budget ownership and resource allocation in a digital services context

Education & Experience

·            Bachelor's degree in computer science, Information Technology, Engineering, or related field

·            7+ years of experience in IT service management, with Demonstrated experience in senior individual contributor or lead roles, driving strategic outcomes across complex digital platforms

Languages

·            Fluent spoken and written English

Why choose us?

We provide a highly open and collaborative environment, with an opportunity to work with a world class team. You will be able to :

·         Learn what it takes to make a service with a truly global reach

·         Be part of an organization that values diversity, inclusion, and the richness of different backgrounds and experiences 

·         Engage in meaningful work that combines the challenges of pharma, manufacturing, environmental matters and technical fields, offering abundant opportunities for professional growth and impact 

·         Contribute to a company that is not only a leader in healthcare but also a pioneer in digital transformation, shaping the future of global health.

PursueProgress. Discover Extraordinary.

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. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together.

At Sanofi, we provide equal opportunities to all regardless of race, color, 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!