Service Expert ITSM

About the job:

The ITSM Service Request Global Process Owner is responsible for defining, implementing, and continuously improving the Service Request Management process. This role ensures standardized, efficient, and compliant service request fulfillment aligned with ITIL best practices.

• Process Ownership & Governance: Define, document, and maintain the global Service Request Management process, policies, standards, and procedures in alignment with ITIL framework and Sanofi's requirements.

• Continuous Improvement: Identify opportunities for process optimization, automation, and efficiency gains; lead improvement initiatives to enhance service request fulfillment speed, quality, and user satisfaction.

• Performance Management: Establish and monitor key performance indicators (KPIs) and metrics for service request management; analyze trends, generate insights, and implement corrective actions to meet service level agreements (SLAs).

• Stakeholder Engagement: Collaborate with Digital service delivery teams, business units, and vendors to ensure consistent process adoption and alignment with business needs

• Service Catalog Management: Partner with service owners to define, maintain, and optimize the service request catalog, ensuring clear request fulfillment workflows, approval processes, and automation opportunities.

• Training & Enablement: Develop and deliver training programs, documentation, and communication materials to build process awareness and capability across IT teams and end-users globally.

• Tool Optimization: Work with ServiceNow platform team to configure, enhance, and leverage service management tools to support efficient service request workflows and self-service capabilities.

• Compliance & Audit: Ensure service request processes comply with regulatory requirements, internal controls, and audit standards relevant to the pharmaceutical industry; support audit activities and remediation efforts.

ITIL Framework Expertise

• Understanding of ITIL 4 Service Request Management practice
• Knowledge of service value chain and service value system
• Experience with continual improvement and demand management methodologies
• Understanding of other ITIL practices and their interdependencies

Process Design & Optimization

• Process mapping and documentation skills
• Workflow analysis and improvement capabilities
• Ability to standardize processes across global operations
• Experience with process automation and digitization
• Usage of JIRA and Confluence

Experience and Skills

• 7-12 years experience with ITSM Service Request management
• KPI implementation for process monitoring and reporting
• Collaboration with stakeholders for process quality
• Presentation skills for executive audiences
• Training material development and delivery

Soft skills

• Team player, Lead Together.
• Aim Higher.
• Dynamic, results driven.
• Accountability and Reliability.
• Proactive, excellence pursuer.
• Presentation creation and delivery

Languages

• Fluent spoken and written English.

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. 

PursueProgress. 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!