About The Team
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.
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&D, manufacturing, and commercial performance. This transformation aims to bring breakthrough medicines and vaccines to patients faster and more efficiently.
Join our team as a
Service Owner and play a key role in advancing engineering excellence across Digital R&D. You'll contribute to shaping Sanofi's global digital future, collaborating closely within our expanding Hyderabad hub.
About You
As a Service Owner within Sanofi's Digital R&D organization, you will ensure operational excellence, optimize application support, and drive user satisfaction. You will act as a bridge between users, technical teams, and partners, maintaining compliance while enabling smooth delivery of services. This role requires both strategic oversight and hands-on coordination to improve service delivery and adoption.
Key Responsibilities
- Service Oversight: Manage and optimize the support of assigned applications to ensure high user satisfaction and efficient issue resolution.
- Performance Management: Monitor, report, and analyze KPIs and SLAs, providing actionable insights to Product Owners.
- Stakeholder Alignment: Facilitate regular meetings with internal teams, AIMS, and vendors to align priorities and operational goals.
- Continuous Improvement: Drive service enhancements, process optimizations, and adoption initiatives to improve user experience.
- Escalation Management: Serve as the final escalation point for operational support, ensuring timely issue mitigation and resolution.
- Strategic Service Landscape: Collaborate with COEs to identify gaps, recommend improvements, and align service offerings with organizational objectives.
- Validation & Compliance: Maintain application validation status where applicable, ensuring readiness for audits and inspections.
- Platform Management: Oversee updates and coordination with SaaS vendors to maintain platform integrity and performance.
Required Qualifications & Experience
- Education: Bachelor's degree in Computer Science, Information Systems, Life Sciences, or related field. Master's preferred.
- Experience: 5–7 years of professional experience in application support, IT service management, or SaaS service delivery. Experience in regulated environments (GxP, Pharma, Healthcare) is highly desirable.
- Strong understanding of SaaS models and basic IT architecture.
- Proficient in ITIL framework, including service and incident management.
- Strong business analysis skills to translate user requirements into technical specifications.
- Basic domain knowledge in early research and molecular biology.
Required Soft Skills
- Excellent coordination and interpersonal skills to work effectively with internal and external stakeholders.
- User-centric mindset with focus on improving user experience.
- Experience in vendor management and monitoring SLAs.
- Strong capability in continuous improvement and process optimization.
- Highly organized with the ability to manage multiple priorities.
- Comfortable working in interdisciplinary and international teams.
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