About the job

Our Team:

This position is part of the Service Excellence (formerly 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 and resolve their queries, driving customer centricity and user experience.

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 LeadGuide service lines in process implementation and adherenceDevelop and maintain process documentation, standards, and best practices

Service Catalog Enablement

Enable service lines to define and design their service offerings and catalogsProvide expertise and frameworks for effective service catalog developmentFacilitate service definition workshops and review sessionsEnsure service catalogs align with business needs and organizational standards

Project Management

Lead service design and implementation projects from inception to completionDevelop project plans with clear milestones, deliverables, and resource requirementsManage project scope, timeline, budget, and risks effectivelyCoordinate cross-functional teams to achieve project objectivesTrack project progress and provide regular status updates to stakeholders

Service Management Solution Deployment

Support service lines in deploying their catalogs on service management platformsProvide guidance on configuration best practices and standardsEnsure proper integration between service catalogs and management toolsOversee implementation quality and consistency across service lines

Stakeholder Engagement and Partnership

Build strong partnerships with service line owners and managersCoach service lines on service design principles and methodologiesServe as a trusted advisor for service management questions and challengesFacilitate knowledge sharing and best practices across service lines

 

Continuous Improvement

Identify opportunities to enhance service definition and catalog processesGuide the implementation of feedback mechanisms to capture insightsDrive standardization and efficiency in service catalog managementPromote innovation in service design and delivery methods

About you

Experience:

5+ years of experience in service design, service management, or related fieldsProven track record in guiding service catalog development and implementationExperience with service management tools and platforms (ServiceNow, etc.)Experience in applying service management frameworksExperience in project management and leading cross-functional initiativesExperience partnering with diverse stakeholders across organizational boundariesExperience in a business domain preferred

Soft skills:

Strong coaching and facilitation abilitiesExcellent communication skills with ability to translate complex concepts into clear guidanceStrategic thinking with focus on enabling service lines for successProject management skills including planning, organization, and executionPersuasive in advocating for standardized approaches and solutionsCollaborative mindset with ability to influence without direct authority

Technical skills:

Advanced in service design methodologies and techniquesStrong in service catalog management principles and practicesProficient in project management methodologies and toolsProficient in process mapping, service blueprinting, and documentationWorking knowledge of service management platforms and their capabilitiesUnderstanding 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, ability or gender identity.

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