Service Owner RPA

About the job:

Position: Robotic Process Automation Service Owner
Department: Business Operations Reports to: Digital Delivery and Operations – Transversal Programs - Automation CoE Manager

What you will be doing:

The RPA Service Owner is responsible and accountable for the comprehensive management of the RPA service, encompassing its design, cost-effectiveness, quality assurance, and user satisfaction. This role serves as the primary liaison with outsourced support management groups, ensuring Sanofi's priorities are addressed and internal policies are implemented through regular audits and quality checks. The RPA Service Owner is the key point of contact for business escalations.

Main Responsibilities:

• Service Design and Improvement

• • Lead and own the RPA services (run and evolution)

  • Design and implement continuous improvements in order to optimize processes and services under his/her responsibility

  • Develop and monitor relevant KPIs to assess service quality

• Cost Management

• • Oversee all financial aspects of the RPA service (run budget management)

  • Optimize resource allocation for maximum efficiency

• Quality Assurance

• • Drive improvements in service quality and user satisfaction

  • Conduct regular service performance reviews

• Compliance and Contract Management

• • Ensure adherence to Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and other contracts

  • Manage license contract approvals, purchase orders, and good receipts

  • Regularly review incident backlogs, prioritizing based on urgency, volume, and age

  • Develop and monitor remediation plans for quality issues

  • Oversee change management processes and templates

• Business Representation and Stakeholder Management

• • Act as the primary owner and representative of the RPA service to the business

  • Ensure accuracy, quality, and SLA compliance in daily operations

  • Implement and monitor KPIs for tracking incidents and request queues

  • Liaise with support group leaders to ensure provider commitments are met

  • Manage relationship with digital stakeholders (digital tech, risk and quality, architecture, …) in the frame of the RPA service.

Experience / Knowledge

• 5+ years of experience in IT Service Management or RPA support roles

• Proven experience leading support teams and managing service delivery (transversal or hierarchical management)

• Strong knowledge of RPA technologies, preferably Automation Anywhere

• Familiarity with data visualization tools (Power BI, Service Now query preferred)

• Experience with ServiceNow

• Experience in the pharmaceutical or healthcare industry

• Knowledge of process improvement methodologies (e.g., Six Sigma, Lean)

• Professional English proficiency (both written and verbal)

• Global exposure

Skills

• Excellent communication (written and spoken),

• Problem-solving,

• Cross-functional coordination skills

• Analytical

• Reporting

• Crisis management

Qualification

• Bachelor or Master degree in Computer Science, Information Technology, Business Administration, or related field

• ITIL Certification -preferred-

• RPA certifications (e.g., Automation Anywhere Certified Master RPA Professional) – preferred

• AWS Fundamentals – preferred

Why choose us?

• Bring the miracles of science to life alongside a supportive, future-focused team.
• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.
• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.
• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.
• Opportunity to work in an international environment, collaborating with diverse business teams and vendors, working in a dynamic team, and fully empowered to propose and implement innovative ideas.

Pursue Progress. Discover Extraordinary.

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. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue Progress. And let’s discover Extraordinary together.

At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!