As part of our ongoing transformation and transition of activities to our hubs, Service Excellence plays a key role in digitizing service management operations. To support this, we are seeking a Head of Service Design to lead this strategic journey in partnership with our service towers.
Our Team:
This manager position is part of Service Excellence (formerly known as Connect-to-Resolve), a transversal organization into Sanofi Business Operations. Service Excellence focus is to seamlessly connect Sanofi employees and third parties with the support teams, driving performance and customer centricity.
The Head of Service Design, who also serves as the Global Process Owner for service management, is leading a team of service designers responsible for defining, implementing, and optimizing service management processes across the organization. This role provides strategic direction for service catalog development, implementation of service management solutions, and continuous improvement initiatives to ensure exceptional service delivery throughout Business Operations and beyond.
Main responsibilities:
Strategic Leadership and Vision
Establish the vision and strategy for service design and management across the organization
Drive standardization and best practices in service management processes
Align service design initiatives with business objectives and organizational strategy
Lead the development of service management frameworks and methodologies
Team Management and Development
Lead, coach, and develop a team of service designers and project managers at various levels
Set clear performance expectations and provide regular feedback and development opportunities
Foster a collaborative, innovative, and customer-centric team culture
Manage resource allocation and capacity planning to meet business demands
Service Excellence and Governance
Serve as the ultimate authority for service management processes
Establish governance structures and decision-making frameworks
Ensure compliance with service management standards and policies
Drive process maturity and continuous improvement initiatives
Stakeholder Management
Build and maintain strong relationships with service line leaders and key stakeholders
Represent the Service Excellence team in cross-functional initiatives and governance forums
Communicate team value proposition and achievements to senior leadership
Manage expectations and resolve conflicts to ensure successful outcomes
Continuous Improvement and Innovation
Champion a culture of continuous improvement and innovation
Identify opportunities to leverage emerging technologies and methodologies
Lead transformation initiatives to enhance service design and practices
Drive the implementation of service management design principles across service lines
Promote a culture of continuous improvement and innovation
Portfolio Management
Oversee the portfolio of service design and implementation projects
Prioritize initiatives based on business impact and strategic alignment
Allocate resources effectively across multiple concurrent projects
Monitor progress and ensure successful delivery of all initiatives
About youExperience:
8+ years of experience in service management, service design or related fields
3+ years of people management experience leading cross-functional teams
Extensive experience in service design, service management, and process optimization
Experience implementing and governing service management platforms (ServiceNow, etc.)
Experience in driving organizational change and transformation initiatives
Background in working across complex, global organizations
Soft skills:
Strong leadership skills with ability to inspire and motivate teams
Excellent communication and interpersonal skills at all organizational levels
Strategic thinking with ability to translate vision into actionable plans
Collaborative approach to problem-solving and decision-making
Resilience and adaptability in managing competing priorities and change
Change management expertise with focus on sustainable adoption
Ability to navigate complex organizational dynamics and build consensus
Technical skills:
Expert knowledge of service management frameworks
Advanced understanding of service design principles and methodologies
Strong knowledge of project and portfolio management practices
Proficient in service management platforms and their capabilities
Understanding of process optimization and continuous improvement techniques
Knowledge of relevant industry trends and emerging practices
Languages:
English (fluent)
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