ITS Service Delivery Manager 

Location: Barcelona

Job Summary:

The overall mission of the Service Manager is to be responsible for the operational health and agreement-stipulated delivery of one or more ITS Services.  This entails managing many different process activities including those related to Incident, Problem, Change, Release, Service Request, Knowledge, Configuration, Availability, Capacity, and Service Level Management.   Lastly, the Service is relied upon to promote continuous improvement to the service in collaboration with the Service Owner and support vendor(s).

Main Responsibilities:

Act as primary point of contract to service recipients and support vendor(s) for escalation purposesMonitor the service recipient satisfactionIdentify and propose service improvement opportunitiesAdvise service recipients on best practices to maximize the benefit of the existing serviceAccountable for day-to-day service delivery for the related service components (application, solution, platform, processes)Ensure the set up and monitoring of the operational activity according to the agreements with the service recipients and governance representativesReport on Service Delivery Performance:  raise alerts when KPIs are not metMonitor, Analyze and keep ticket pipeline at the agreed levelLead and/or key contributor in the planning and execution of projects/initiatives aimed at improving the effectiveness and usefulness of the delivered serviceEnsure the timely development and implementation of Service enhancementsActively manage he budgets and spend costs associated with Services(s)Ensure the right configuration and settings in related ITSM tool (SNOW, MyApps, Wrike, etc.) for assigned service portfolioResponsible for any applicable security and regulatory compliance of service

Experience:

7+ years of Service Delivery experience in an IT organization7+ years relevant experience in the healthcare industry and/or consultingExperience working with Service Now software preferredExperience in IT operations management including support, continuous improvement, budgeting activities and vendor management

Education and Qualifications:

Bachelor’s DegreeDeep understanding of ITIL concepts and fundamentalsScales Agile Framework (SAFe) certification a plusStrong analytical and communication skillsAbility to delivery on service management objectives in a timely mannerAbility to build collaborative working relationships with team members, colleagues and business stakeholdersExcellent written and oral communication skillsAbility to work proactively and independently with minimal directionAbility to communicate and present effectively to leadership and business stakeholdersAbility to devise creative approaches to resolving business process and data challengesAbility to organize and run effective meetingsAbility to organize the facts, promote a common understanding of issues, drive resolution and champion resultsStrength in several LEAD Competencies - Think Strategically, Lead Teams, Act for Change, Strive for Results, Cooperate Transversally, Commit to Customers, Make Decisions

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, ability or gender identity.

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

#LI-Hybrid #BarcelonaHub #SanofiHubs

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, ability or gender identity.

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