• Location: Budapest, Hungary
• 40% Remote working (company policy)
• Job type: Full time

About the job

As part of our ongoing transformation and transition of activities to our hubs, Service Excellence plays a key role in digitizing service management operations. To support this, we are seeking a Head of Solutions Delivery to lead this strategic journey in partnership with our service towers.

Our Team:

This manager position is part of Service Excellence (formerly known as Connect-to-Resolve), a transversal organization into Sanofi Business Operations. Service Excellence focus is to seamlessly connect Sanofi employees and third parties with the support teams, driving performance and customer centricity.

The Head of Solutions Delivery provides strategic leadership for the solutions team, overseeing the implementation, maintenance, and evolution of service management platform and solutions. This role is responsible for managing a diverse team of Business Analysts at various levels while ensuring alignment between technology solutions and business objectives. The Head of Solutions Delivery drives innovation, operational excellence, and continuous improvement across the service management ecosystem to enhance user experience, service efficiency and business outcomes.

Main responsibilities:

Strategic Leadership and Team Management

Lead and develop a team of Business Analysts (Associate, Business Analyst, Senior, and Lead levels)

Define team vision, objectives, and key performance indicators aligned with Service Excellence strategy

Foster a culture of innovation, collaboration, and continuous improvement

Manage team performance, career development, and resource allocation

Solution Portfolio Management

Oversee the lifecycle management of service management solutions across Portal, Ticketing, Chatbot/AI/GenAI, Telephony, Reporting, and Survey platforms

Develop and maintain the solutions roadmap in alignment with business priorities and DIGITAL strategy

Ensure solution architecture integrity and integration across platforms

Drive adoption of emerging technologies to enhance service delivery capabilities

Stakeholder and Vendor Management

Build and maintain strategic relationships with key stakeholders across Business Operations and DIGITAL

Represent the solutions team in governance forums and steering committees

Manage vendor relationships and contracts to ensure optimal service delivery

Communicate solution value proposition and performance to executive leadership

Operational Excellence

Establish and maintain solution configuration and support standards, methodologies, and best practices

Implement metrics and reporting frameworks to measure solution effectiveness

Drive continuous improvement initiatives based on performance data and user feedback

Ensure compliance with security, data privacy, and regulatory requirements

Budget and Resource Management

Develop and manage team budget and resource allocation

Prioritize initiatives based on business impact and resource constraints

Optimize team structure and capabilities to meet evolving business needs

Identify opportunities for efficiency gains and cost optimization

About you

Experience

7+ years of experience in solution management, business analysis, or related fields

3+ years of people management experience leading technical or business analysis teams

Proven track record in implementing and managing enterprise technology solutions

Experience with service management platforms, AI/GenAI solutions, and reporting tools

Background in business operations with focus on service delivery excellence

Experience in a global, cross-functional environment

Soft skills

Strategic thinking with ability to connect technology solutions to business outcomes

Strong leadership and team development capabilities

Excellent communication and presentation skills at all organizational levels

Effective stakeholder management and negotiation abilities

Problem-solving approach with focus on business value delivery

Change management and organizational transformation expertise

Technical skills

Advanced in service management principles and frameworks (ITIL, KCS)

Advanced in project and portfolio management methodologies

Advanced in business case development and financial management

Intermediate in AI/GenAI, Service Management, Telephony and reporting solutions

Intermediate in data privacy principles and compliance requirements

Working knowledge of LEAN, Design Thinking, and Continuous Improvement frameworks

Understanding of enterprise architecture principles and integration patterns

Languages:

English (fluent)

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