Service Owner

<p><b>Digital R&amp;D - Service Owner</b></p><ul><li><p>Job Title: Service Owner</p></li><li><p>Location: Hyderabad</p></li><li><p>Job type: Permanent, Full time</p></li></ul><p><b>About the Team</b></p><p>We are an innovative global healthcare company driven by one purpose - to chase the miracles of science to improve people’s lives. With a presence in over 100 countries, our teams are dedicated to transforming the practice of medicine and turning the impossible into the possible. We deliver life-changing treatments and life-saving vaccines to millions worldwide, while embedding sustainability and social responsibility at the heart of everything we do.</p><p>Sanofi has embarked on an ambitious digital transformation journey, with a strong focus on accelerating data-driven innovation and the adoption of Artificial Intelligence (AI) and Machine Learning (ML) to enhance R&amp;D, manufacturing, and commercial performance. This transformation aims to bring breakthrough medicines and vaccines to patients faster and more efficiently.</p><p>Join our team as <b>Service Owner</b> and play a key role in advancing engineering excellence across Digital R&amp;D. You’ll contribute to shaping Sanofi’s global digital future, collaborating closely within our expanding Hyderabad hub.</p><p></p><p><b>About you</b></p><p>You are experienced person in application management with deep hands-on experience. You combine strong technical acumen with leadership maturity, capable of translating business vision into sustainable digital solutions. You thrive in Agile, cross-functional environments, and are passionate about continuous improvement, data integrity, and delivering measurable business value.</p><p><b>Key Responsibilities</b></p><p><b><span>1.</span><span>       </span>Service Leadership and Oversight</b></p><ul><li><p>Lead and manage multiple external service owners, providing guidance, direction, and performance management</p></li><li><p>Act as the lead service owner for activities requiring internal approvals, decisions, or restricted access rights</p></li><li><p>Design the overall service framework, ensuring quality delivery at optimized costs</p></li><li><p>Represent services to stakeholders and manage customer expectations to ensure value fulfilment</p></li></ul><p><b><span>2.</span><span>       </span>Service Delivery and Performance</b></p><ul><li><p>Ensure the set-up of operational service models/frameworks and their delivery according to agreements with service recipients</p></li><li><p>Supervise continuous improvement cycles to meet, maintain, and increase service consumer satisfaction</p></li><li><p>Monitor service performance metrics and KPIs, ensuring alignment with business goals</p></li><li><p>Ensure compliance with SLAs, OLAs, and other contractual obligations</p></li></ul><p><b><span>3.</span><span>       </span>Internal Governance and Decision-Making</b></p><ul><li><p>Ensure services meet all applicable quality, regulatory, and cybersecurity requirements</p></li><li><p>Act as the escalation point for issues that external service owners cannot resolve</p></li><li><p>Make critical decisions requiring internal authority that cannot be delegated to external service owners</p></li><li><p>Provide necessary internal approvals for service changes, enhancements, or issue resolution</p></li></ul><p><b><span>4.</span><span>       </span>Strategic Management</b></p><ul><li><p>Align service strategy with business requirements and technology leadership&#39;s strategy</p></li><li><p>Drive service automation, ensuring service design, and performance</p></li><li><p>Promote service continuous improvement in collaboration with stakeholders and partners</p></li><li><p>Manage the financial aspects of services, including budgeting and cost optimization</p></li></ul><p><b><span>5.</span><span>       </span>Stakeholder Management</b></p><ul><li><p>Work closely with Business Partners to understand and address business needs</p></li><li><p>Coordinate with Service Catalog Managers to manage Digital Solutions and Service Offerings</p></li><li><p>Negotiate service levels for new or changing service offerings</p></li><li><p>Prepare and participate in periodic service performance reviews with stakeholders</p></li><li><p>Collaborate with business units, partners, and other service lines to align priorities and manage dependencies</p></li></ul><p><b><span>6.</span><span>       </span>Decision Making</b></p><ul><li><p>Authority to make decisions requiring internal approval that cannot be delegated to external service owners</p></li><li><p>Authority to approve service changes, enhancements, and issue resolution strategies</p></li><li><p>Authority to negotiate and approve service level agreements with business stakeholders</p></li><li><p>Authority to implement service improvement initiatives and prioritize service enhancements</p></li></ul><p><b>Required Skills &amp; Qualifications</b></p><ul><li><p>Bachelor’s or Master’s degree in Computer Science, Information Systems, Engineering, or a related field</p></li><li><p>12&#43; years of experience in IT Service Management (ITSM) practices. Significant experience in application management and IT service delivery</p></li><li><p>Experience in healthcare or life sciences domain is a plus</p></li><li><p>Strong understanding of application architecture and infrastructure</p></li><li><p>Experience with service management tools (ServiceNow)</p></li><li><p>Knowledge of IT security principles and access management</p></li><li><p>Familiarity with change management processes</p></li><li><p>Experience managing external service providers and vendor relationships</p></li><li><p>Knowledge of ITIL framework and service management best practices</p></li><li><p>Very good communication level and engagement skills, both written and verbal</p></li><li><p>Management of internal and external people</p></li><li><p>Experience leading multi-department and multi-cultural teams: clarifying requirements, resolving conflicts, defining roadmap and driving progress</p></li><li><p>Strong understanding of Digital / IT service delivery models and frameworks</p></li><li><p>Experience with service management tools and platforms</p></li><li><p>Knowledge of contract management and SLA monitoring</p></li><li><p>Understanding of Digital / IT governance and compliance requirements</p></li><li><p>Experience with product management tools (such as Jira)</p></li><li><p>Experience with Agile/Scrum methodologies for product development</p></li><li><p>Strong project management skills to coordinate multiple projects simultaneously</p></li><li><p>Knowledge of relevant regulatory requirements (GxP where applicable)</p></li></ul><p style="text-align:inherit"></p><p style="text-align:inherit"></p><h1>Pursue <i>progress</i>, discover <i>extraordinary</i></h1><p>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.</p><p></p><p>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.</p><p></p><p>Watch our <a href="https://www.youtube.com/watch?v&#61;SkpDBZ-CJKw&amp;t&#61;67s" target="_blank">ALL IN video</a> and check out our Diversity Equity and Inclusion actions at <a href="https://www.sanofi.com/en/our-responsibility/equality-and-inclusiveness" target="_blank">sanofi.com</a>!</p>