Job title: Head of Solutions Delivery

• Location: Hyderabad

• Job type: Full time with Hybrid work policy

About the job

This position is part of the Service Excellence, a transversal organization into Sanofi Business Operations. Service Excellence designs, implements, and maintains scalable, efficient, and user-centric Enterprise Service Management (ESM) capabilities that connect Sanofi employees and partners with operations through standardized frameworks and solutions​

The Head of Solutions Delivery provides strategic and operational leadership for a team of Business Analysts and Developers. This role oversees the design, architecture, implementation, and evolution of service management platforms and solutions—primarily ServiceNow—ensuring alignment with business objectives. He drives innovation, operational excellence, and continuous improvement across the service management ecosystem to enhance user experience, service efficiency, and business outcomes

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.

Main responsibilities:

Solutions Delivery and Management

• Lead the full lifecycle of service management solutions, primarily ServiceNow, from design to maintenance.

• Define and enforce architectural standards to ensure compliance, scalability, and integration across platforms.

• Make strategic technology decisions aligned with business priorities and long-term vision.

• Develop and maintain a solutions roadmap that reflects organizational goals and evolving needs.

• Introduce innovative technologies to enhance service delivery and operational efficiency.

• Ensure configurations are optimized for performance, usability, and business alignment.

• Oversee complex system integrations to guarantee platform stability and interoperability.

• Continuously assess platform performance and implement targeted improvements for reliability and user experience.

Stakeholder and Vendor Management

• Build and maintain strong relationships with key stakeholders across Business Operations and DIGITAL.

• Represent the Solutions team in governance forums and steering committees to influence strategic decisions.

• Manage vendor contracts and partnerships to ensure quality, cost-effectiveness, and compliance.

• Communicate solution value, performance, and roadmap progress to executive leadership.

• Coordinate with vendors for platform support, upgrades, and license management.

• Collaborate with business stakeholders to capture requirements and align priorities.

• Provide transparent updates on platform status, enhancements, and key initiatives.

• Work with technical teams to resolve complex issues and maintain service continuity

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

• Promote solution adoption through training programs, user forums, and engagement initiatives.

• Monitor license usage and resource allocation to optimize costs and ensure compliance.

• Define and enforce governance policies and procedures for solution management.

• Track and report on platform performance, technical compliance, and operational health.

Team & Budget Leadership

• 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 software development, solution management, business analysis, or related fields

• 3+ years of people management experience leading development and/or business analysis teams

• Proven track record in developing/implementing, configuring and managing enterprise solutions dealing with non-IT/infra/telecom areas

• Experience in managing service management solutions and related tools

• Experience in global and cross-functional environment

• Background in Global Business Services area

• Background in Digital product management

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 Software architecture and development

• Advanced in ServiceNow development, configuration and administration

• Advanced in project and portfolio management including business case development and prioritization frameworks

  Intermediate in data privacy principles and compliance requirements

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

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.

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