Join our team as Service Owner and play a key role in advancing engineering excellence across Digital R&D. Youll contribute to shaping Sanofis global digital future, collaborating closely within our expanding Hyderabad hub.
About you
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.
Key Responsibilities
1. Service Leadership and Oversight
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Lead and manage multiple external service owners, providing guidance, direction, and performance management
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Act as the lead service owner for activities requiring internal approvals, decisions, or restricted access rights
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Design the overall service framework, ensuring quality delivery at optimized costs
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Represent services to stakeholders and manage customer expectations to ensure value fulfilment
2. Service Delivery and Performance
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Ensure the set-up of operational service models/frameworks and their delivery according to agreements with service recipients
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Supervise continuous improvement cycles to meet, maintain, and increase service consumer satisfaction
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Monitor service performance metrics and KPIs, ensuring alignment with business goals
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Ensure compliance with SLAs, OLAs, and other contractual obligations
3. Internal Governance and Decision-Making
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Ensure services meet all applicable quality, regulatory, and cybersecurity requirements
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Act as the escalation point for issues that external service owners cannot resolve
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Make critical decisions requiring internal authority that cannot be delegated to external service owners
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Provide necessary internal approvals for service changes, enhancements, or issue resolution
4. Strategic Management
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Align service strategy with business requirements and technology leadership's strategy
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Drive service automation, ensuring service design, and performance
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Promote service continuous improvement in collaboration with stakeholders and partners
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Manage the financial aspects of services, including budgeting and cost optimization
5. Stakeholder Management
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Work closely with Business Partners to understand and address business needs
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Coordinate with Service Catalog Managers to manage Digital Solutions and Service Offerings
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Negotiate service levels for new or changing service offerings
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Prepare and participate in periodic service performance reviews with stakeholders
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Collaborate with business units, partners, and other service lines to align priorities and manage dependencies
6. Decision Making
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Authority to make decisions requiring internal approval that cannot be delegated to external service owners
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Authority to approve service changes, enhancements, and issue resolution strategies
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Authority to negotiate and approve service level agreements with business stakeholders
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Authority to implement service improvement initiatives and prioritize service enhancements
Required Skills & Qualifications
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Bachelors or Masters degree in Computer Science, Information Systems, Engineering, or a related field
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12+ years of experience in IT Service Management (ITSM) practices. Significant experience in application management and IT service delivery
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Experience in healthcare or life sciences domain is a plus
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Strong understanding of application architecture and infrastructure
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Experience with service management tools (ServiceNow)
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Knowledge of IT security principles and access management
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Familiarity with change management processes
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Experience managing external service providers and vendor relationships
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Knowledge of ITIL framework and service management best practices
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Very good communication level and engagement skills, both written and verbal
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Management of internal and external people
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Experience leading multi-department and multi-cultural teams: clarifying requirements, resolving conflicts, defining roadmap and driving progress
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Strong understanding of Digital / IT service delivery models and frameworks
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Experience with service management tools and platforms
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Knowledge of contract management and SLA monitoring
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Understanding of Digital / IT governance and compliance requirements
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Experience with product management tools (such as Jira)
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Experience with Agile/Scrum methodologies for product development
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Strong project management skills to coordinate multiple projects simultaneously
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Knowledge of relevant regulatory requirements (GxP where applicable)
