MES Service Owner

About the Job

We are seeking an experienced MES Service Owner to champion service excellence and operational support across all MES applications within Sanofi''s global manufacturing network. This role encompasses comprehensive incident coordination, stakeholder engagement, process optimization, and continuous improvement to drive service excellence across Sanofi''s MES systems/ platforms and across our manufacturing sites.

What you will be doing:

1. Incident Orchestration & Coordination

Lead the end-to-end orchestration of critical incidents, ensuring timely resolution and minimal business impact

Conduct daily meetings with team/experts to assign incident tasks across teams, drive resolution progress, and ensure accountability

Manage comprehensive incident reporting framework including:

Weekly P1/P2 tickets status reports

Monthly P1 tickets analysis

Daily incident resolution metrics

Incident data extraction, tagging, and categorization by site and incident type to enable trend analysis and performance monitoring

2. MES Service Expertise & Excellence

Function as the central MES service orchestrator across all Sanofi MES applications and platforms globally

Provide comprehensive service support for MARS (MES Accelerated Roadmap at Sanofi) program implementations

Ensure service continuity across all MES systems

Drive service excellence standards across the complete MES application portfolio

Support business continuity planning and system maintenance activities

3. Site Coordination & Escalation Management

Liaise and coordinate directly with manufacturing sites as needed during incidents and escalations

Act as the central point of contact during critical incidents, ensuring clear communication with site operations

Interact with Site coordinators and SPOCs regarding incidents and coordinate incident-related calls

Lead escalation processes, ensuring appropriate stakeholder involvement and manufacturing site follow-ups within their scope

4. Stakeholder Communication & Engagement

Monitor P1/P2 Problems and RCA weekly progress across all sites with service managers

Review P1 and P2 issues and planned actions with relevant stakeholders

Conduct Problem Review Board (PRB) follow-ups with stakeholders and team members

Provide regular updates and escalate issues appropriately through established channels

Facilitate communication between global technical teams and local site operations

5. Process Improvement & Service Excellence

Identify patterns and recurring issues to drive preventive measures across all MES platforms

Collaborate with teams to improve incident response processes and reduce long-pending incidents

Optimize service workflows to enhance response times across the MES ecosystem

Drive standardization of service processes across global manufacturing sites

Support continuous improvement initiatives for MES operations

6. Cross-Functional Coordination & Global Support

Coordinate with relevant teams to address MES service needs

Conduct impact assessments for system changes and incidents

Lead and coordinate application task forces across manufacturing sites worldwide

Establish clear communication channels between technical teams and manufacturing operations globally

About You:

Education & Experience

• Bachelor's degree in Computer Science, Engineering, Information Technology, or related field
• 8+ years experience in orchestrating IT service support in Digital manufacturing environments
• Experience with pharmaceutical manufacturing or GxP regulated environments preferred
• Experience working in global, multi-site manufacturing organizations

Technical & Process Skills

• Proven experience in incident coordination and support in complex, multi-site environments
• Hands-on experience with MES systems/ applications (eg. Siemens OPCenter EXPH, Werum PAS-X, Opstrakker, Equipment Logbook, etc.)
• Strong knowledge of ITIL processes (Incident, Problem, Release, and Change Management)
• Experience with tools like ServiceNow, JIRA, and Confluence
• Ability to coordinate with teams and drive resolution of technical issues across multiple platforms
• ITIL certification preferred
• Understanding of Agile/Scrum methodologies
• Manufacturing industry experience preferred
• Power BI tool knowledge a plus but not mandatory

Soft Skills & Mindset

Leadership: Ability to take the lead in critical situations, drive initiatives, and influence cross-functional teams

Proactiveness: Anticipates issues, takes initiative, and drives resolution without waiting for direction

Ownership Mentality: Treats incidents as personal responsibility and ensures closure through team collaboration

Strong Communication: Able to convey urgency, clarity, and empathy across all levels of the organization

Strong coordination/ collaboration: Works effectively with cross-functional teams & builds trust. Strong coordination skills for managing multiple stakeholder relationships

Resilience: Maintains composure and effectiveness under pressure during critical incidents

Customer Focus: Strong service orientation with dedication to user satisfaction

Global Mindset: Ability to work effectively across different time zones and cultures

Accountability: Demonstrates reliability and follows through on commitments

Additional Requirements

• Fluent in English
• Flexibility to contribute occasionally outside normal working hours for critical incident support
• Global, matrix organization environment experience
• Ability to work effectively across different time zones and cultures
• Expected Outcomes
• Improved incident resolution times and reduced impact on manufacturing operations
• Enhanced stakeholder satisfaction with MES support services across MES applications/ platforms
• Effective communication during critical incidents and escalations
• Streamlined service processes and reporting across the MES ecosystem
• Reduced recurrence of common incidents through effective problem resolution
• Improved accountability and coordination with AIMS (vendor), internal MES experts, and site operations
• Data-driven insights enabling proactive service improvements and trend identification