Hiring Manager: Head of Service Excellence

Location: Hyderabad

Job type: Full time/ Hybrid work policy

About the job

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? 

Sanofi ‘Hubs’ are where our key strategic business operations are hosted providing centralized services across Global Medical, Finance, People, Procurement, Digital, R&D and more. Our Ambition: deliver best-in-class enterprise services enabling Sanofi to chase the miracles of science to improve people's lives.

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 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 serves as the Global Process Owner for service management, 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 you

Experience:

Minimum 8 years of experience in service management, service design or related fields.

At least 3 years of people management experience leading cross-functional teams.

Experience in service design, service management, and process optimization is essential.

Experience implementing and governing service management platforms (ServiceNow, etc.) is required.

Experience in driving organizational change and transformation initiatives is preferred.

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)

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

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!