• Hiring Manager: Head of Service Excellence

• Location: Hyderabad

• Job type: Full time/ Hybrid work policy

About the job

We are an innovative global healthcare company with one purpose: to chase the miracles of science to improve people’s lives. We’re also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible. Ready to get started? 

Sanofi ‘Hubs’ are where our key strategic business operations are hosted providing centralized services across Global Medical, Finance, People, Procurement, Digital, R&D and more. Our Ambition: deliver best-in-class enterprise services enabling Sanofi to chase the miracles of science to improve people's lives.

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 Service Design to lead this strategic journey in partnership with our service towers.

Our Team:

This 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 Service Design serves as the Global Process Owner for service management, leading a team of service designers responsible for defining, implementing, and optimizing service management processes across the organization. This role provides strategic direction for service catalog development, implementation of service management solutions, and continuous improvement initiatives to ensure exceptional service delivery throughout Business Operations and beyond.

Main responsibilities:

Strategic Leadership and Vision

• Establish the vision and strategy for service design and management across the organization

• Drive standardization and best practices in service management processes

• Align service design initiatives with business objectives and organizational strategy

• Lead the development of service management frameworks and methodologies

Team Management and Development

• Lead, coach, and develop a team of service designers and project managers at various levels

• Set clear performance expectations and provide regular feedback and development opportunities

• Foster a collaborative, innovative, and customer-centric team culture

• Manage resource allocation and capacity planning to meet business demands

Service Excellence and Governance

• Serve as the ultimate authority for service management processes

• Establish governance structures and decision-making frameworks

• Ensure compliance with service management standards and policies

• Drive process maturity and continuous improvement initiatives

Stakeholder Management

• Build and maintain strong relationships with service line leaders and key stakeholders

• Represent the Service Excellence team in cross-functional initiatives and governance forums

• Communicate team value proposition and achievements to senior leadership

• Manage expectations and resolve conflicts to ensure successful outcomes

Continuous Improvement and Innovation

• Champion a culture of continuous improvement and innovation

• Identify opportunities to leverage emerging technologies and methodologies

• Lead transformation initiatives to enhance service design and practices

• Drive the implementation of service management design principles across service lines

• Promote a culture of continuous improvement and innovation

Portfolio Management

• Oversee the portfolio of service design and implementation projects

• Prioritize initiatives based on business impact and strategic alignment

• Allocate resources effectively across multiple concurrent projects

• Monitor Progress and ensure successful delivery of all initiatives

About you

Experience:

• Minimum 8 years of experience in service management, service design or related fields.

• At least 3 years of people management experience leading cross-functional teams.

• Experience in service design, service management, and process optimization is essential.

• Experience implementing and governing service management platforms (ServiceNow, etc.) is required.

• Experience in driving organizational change and transformation initiatives is preferred.

• Background in working across complex, global organizations.

Soft skills:

• Strong leadership skills with ability to inspire and motivate teams

• Excellent communication and interpersonal skills at all organizational levels

• Strategic thinking with ability to translate vision into actionable plans

• Collaborative approach to problem-solving and decision-making

• Resilience and adaptability in managing competing priorities and change

• Change management expertise with focus on sustainable adoption

• Ability to navigate complex organizational dynamics and build consensus

Technical skills:

• Expert knowledge of service management frameworks

• Advanced understanding of service design principles and methodologies

• Strong knowledge of project and portfolio management practices

• Proficient in service management platforms and their capabilities

• Understanding of process optimization and continuous improvement techniques

• Knowledge of relevant industry trends and emerging practices

Languages: English (fluent)

Pursue progress, discover Extraordinary

Better is out there. Better medications, better outcomes, better science. But 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. So, let’s be those people.

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

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