Digital Global Engineering Services Line Owner

About Growing with us

Sanofi is hiring key contributors to onboard Sanofi Digital transformation journey and to embrace the Digital capabilities. Global Engineering systems are a key component of this digital transformation. As part of Sanofi's digital transformation journey, we are increasingly utilizing digital solutions to implement best practices to advance pharmaceutical manufacturing, enhance operational excellence, and maintain our position as an industry leader.

The Global Engineering digital portfolio consists of integrated applications and platforms designed to transform engineering capabilities across Sanofi's industrial network:

1.Asset & Equipment Connectivity: The standardized processes enabling devices to capture, contextualize, and share data efficiently.

2.Utilities management: Monitoring and optimizing utility systems to enhance operational sustainability.

3.Commissioning & Qualification: Streamlining the validation of facilities, equipment, and systems through standardized protocols and automated documentation, ensuring GxP compliance and operational readiness.

4.Equipment & Plant Management: Predictive maintenance, automation, building & environment management, remote assistance, workflow management, data analytics, and immersive training, creating a comprehensive digital industrial operations platform.

5.Project Design & Engineering: Integrated solutions for design documentation, document management, and project scheduling/portfolio management that support the complete engineering project lifecycle.

As part of the global Digital Manufacturing MSAT & Engineering team, reporting to the Digital Global Engineering Product Line Owner, the Service Line Owner is accountable for leading multiple external service owners while serving as the lead service owner for activities requiring internal access rights, approvals, or decisions. This role represents services to stakeholders, manages customer expectations, and ensures value fulfilment across the service portfolio. The Service Line Owner acts as the bridge between external service providers and internal business requirements, ensuring seamless service delivery and compliance with organizational standards.

Main responsibilities

• Service Leadership and Oversight
• • Lead and manage multiple external service owners, providing guidance, direction, and performance management
  • Act as the lead service owner for activities requiring internal approvals, decisions, or restricted access rights
  • Design the overall service framework, ensuring quality delivery at optimized costs
  • Represent services to stakeholders and manage customer expectations to ensure value fulfilment
• Service Delivery and Performance
• • Ensure the set-up of operational service models/frameworks and their delivery according to agreements with service recipients
  • Supervise continuous improvement cycles to meet, maintain, and increase service consumer satisfaction
  • Monitor service performance metrics and KPIs, ensuring alignment with business goals
  • Ensure compliance with SLAs, OLAs, and other contractual obligations
• Internal Governance and Decision-Making
• • Ensure services meet all applicable quality, regulatory, and cybersecurity requirements
  • Act as the escalation point for issues that external service owners cannot resolve
  • Make critical decisions requiring internal authority that cannot be delegated to external service owners
  • Provide necessary internal approvals for service changes, enhancements, or issue resolution
• Strategic Management
• • Align service strategy with business requirements and technology leadership's strategy
  • Drive service automation, ensuring service design, and performance
  • Promote service continuous improvement in collaboration with stakeholders and partners
  • Manage the financial aspects of services, including budgeting and cost optimization
• Stakeholder Management
• • Work closely with Business Partners to understand and address business needs
  • Coordinate with Service Catalog Managers to manage Digital Solutions and Service Offerings
  • Negotiate service levels for new or changing service offerings
  • Prepare and participate in periodic service performance reviews with stakeholders
  • Collaborate with business units, partners, and other service lines to align priorities and manage dependencies
• Decision Making
• • Authority to make decisions requiring internal approval that cannot be delegated to external service owners
  • Authority to approve service changes, enhancements, and issue resolution strategies
  • Authority to negotiate and approve service level agreements with business stakeholders
  • Authority to implement service improvement initiatives and prioritize service enhancements

About you

Minimum Experience & Knowledge Required

1.Management Skills

• Experience managing external service providers and vendor relationships
• Knowledge of ITIL framework and service management best practices
• Very good communication level and engagement skills, both written and verbal
• Management of internal and external people
• Experience leading multi-department and multi-cultural teams: clarifying requirements, resolving conflicts, defining roadmap and driving progress

2.Technical Expertise

• Strong understanding of Digital / IT service delivery models and frameworks
• Experience with service management tools and platforms
• Knowledge of contract management and SLA monitoring
• Understanding of Digital / IT governance and compliance requirements
• Experience with product management tools (such as Jira)

3.Pharmaceutical Manufacturing Knowledge

• Understanding of pharmaceutical manufacturing processes and GMP requirements
• Familiarity with regulatory requirements for automated systems in pharma (e.g., GAMP 5)
• Understanding of quality and regulatory requirements (GxP, SOX, Data Privacy)

4.Program and Project Management Methodologies

• Experience with Agile/Scrum methodologies for product development
• Strong project management skills to coordinate multiple projects simultaneously

5.Leadership and Soft Skills

• Proven leadership abilities with experience managing teams
• Excellent communication and stakeholder management skills
• Strong decision-making capabilities and problem-solving aptitude
• Ability to negotiate and influence across organizational boundaries
• Analytical and problem-solving mindset

Soft skills

• Digital Project Management (Advanced)
• Digital strategy & governance (Advanced)
• Consumer experience (Advanced)
• Agile mindset and practices (Intermediate)
• Compliance of Computerized systems (Intermediate)

Education & Experience

• Bachelors degree in information technology, Business Administration, or related field
• 12+ years of experience in Digital / IT service management or related roles

Languages

• Fluent spoken and written English

Success Criteria (First 12 months):

1.Service Management:

• Establish baseline service performance metrics within 3 months
• Achieve 95% SLA compliance across managed services

2.Team Leadership:

• Successfully onboard and align all external service owners
• Achieve >85% stakeholder satisfaction score
• Establish quarterly service review rhythm with key stakeholders

3.Digital Transformation:

• Implement at least 2 major service automation initiatives
• Achieve 10% reduction in manual service operations
• Deliver measurable cost optimization of 10%

4.Quality & Compliance:

• Zero critical compliance incidents
• Complete all required GMP and regulatory training
• Establish service quality dashboard with monthly reporting

When joining our team, you will experience:

• If you have a passion for Engineering and Digital and are looking for a challenging role where you can make a significant impact, we would love to hear from you.
• An international work environment, in which you can develop your talent and realize ideas and innovations within a competent global team.
• Your own career path within Sanofi. Your professional and personal development will be supported purposefully.