**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 Lead + Guide service lines in process implementation and adherence + Develop and maintain process documentation, standards, and best practices **_Service Catalog Enablement_** + Enable service lines to define and design their service offerings and catalogs + Provide expertise and frameworks for effective service catalog development + Facilitate service definition workshops and review sessions + Ensure service catalogs align with business needs and organizational standards **_Project Management_** + Lead service design and implementation projects from inception to completion + Develop project plans with clear milestones, deliverables, and resource requirements + Manage project scope, timeline, budget, and risks effectively + Coordinate cross-functional teams to achieve project objectives + Track project progress and provide regular status updates to stakeholders **_Service Management Solution Deployment_** + Support service lines in deploying their catalogs on service management platforms + Provide guidance on configuration best practices and standards + Ensure proper integration between service catalogs and management tools + Oversee implementation quality and consistency across service lines **_Stakeholder Engagement and Partnership_** + Build strong partnerships with service line owners and managers + Coach service lines on service design principles and methodologies + Serve as a trusted advisor for service management questions and challenges + Facilitate knowledge sharing and best practices across service lines **_Continuous Improvement_** + Identify opportunities to enhance service definition and catalog processes + Guide the implementation of feedback mechanisms to capture insights + Drive standardization and efficiency in service catalog management + Promote innovation in service design and delivery methods **About you** **Experience:** + 5+ years of experience in service design, service management, or related fields + Proven track record in guiding service catalog development and implementation + Experience with service management tools and platforms (ServiceNow, etc.) + Experience in applying service management frameworks + Experience in project management and leading cross-functional initiatives + Experience partnering with diverse stakeholders across organizational boundaries + Experience in a business domain preferred **Soft skills:** + Strong coaching and facilitation abilities + Excellent communication skills with ability to translate complex concepts into clear guidance + Strategic thinking with focus on enabling service lines for success + Project management skills including planning, organization, and execution + Persuasive in advocating for standardized approaches and solutions + Collaborative mindset with ability to influence without direct authority **Technical skills:** + Advanced in service design methodologies and techniques + Strong in service catalog management principles and practices + Proficient in project management methodologies and tools + Proficient in process mapping, service blueprinting, and documentation + Working knowledge of service management platforms and their capabilities + Understanding 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 (https://www.youtube.com/watch?v=SkpDBZ-CJKw&t=67s) and check out our Diversity Equity and Inclusion actions at sanofi.com (https://www.sanofi.com/en/our-responsibility/equality-and-inclusiveness) ! Global Terms & Conditions and Data Privacy Statement (https://www.sanofi.com/en/careers/global-terms-and-conditions/) Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions. With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe. Discover more about us visiting www.sanofi.com or via our movie We are Sanofi (https://youtu.be/96EwNjb1TLo) As an organization, we change the practice of medicine; reinvent the way we work; and enable people to be their best versions in career and life. We are constantly moving and growing, making sure our people grow with us. Our working environment helps us build a dynamic and inclusive workplace operating on trust and respect and allows employees to live the life they want to live. All in for Diversity, Equity and Inclusion at Sanofi - YouTube (http://www.youtube.com/watch?v=SkpDBZ-CJKw&t=2s)