Head of Service Design
Budapest, Hungary Permanent Posted on Jul. 09, 2025 Closing on Aug. 10, 2025- 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 Service Design 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 Service Design, who also serves as the Global Process Owner for service management, is 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:
8+ years of experience in service management, service design or related fields
3+ years of people management experience leading cross-functional teams
Extensive experience in service design, service management, and process optimization
Experience implementing and governing service management platforms (ServiceNow, etc.)
Experience in driving organizational change and transformation initiatives
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)
Discover our Code of Conduct, that serves as the moral compass that guides us when chasing the miracles of science to improve people’s lives. Please ensure to have read this document before applying.
#LI-EUR
#LI-HYBRID
Pursue Progress. 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 'One day at Sanofi' and check out our Diversity Equity and Inclusion initiatives at sanofi.com
You have not viewed any jobs yet.
You have not saved any jobs yet.
Hubs
From Bogota to Budapest, Kuala Lumpur to Hyderabad – it’s your skills that help the Sanofi world go round. With a role in one of our Hubs, you’re right at the heart of our global transformation, as we fearlessly work together to cut the time it gets new treatments to patients. By making the most of your creativity and bringing your unique self you’re supportingyou’ll help others to perform at their best. Let’s make the discoveries that’ll change lives.
Find out more about this location
Experience possibility
-
-
Cambridge Crossing
We're bringing together 2,500 people from across our organization — R&D, Medical, Commercial and Global colleagues all working to realize the power of collaboration.
-
Innovation in action
Our flexible lab of the future will transform how we conduct research, while our innovation center will be fully integrated with existing R&D locations.
-
Sustainable and green
Our new facility was built to minimize the environmental impact — helping protect our planet and people. Using resources efficiently, we're providing greener, healthier workspaces.
-
Sanofi’s AI Centre of Excellence in Toronto
The Centre is focused on using leading technologies to develop world-class data and artificial intelligence (AI) products to create value for the health sector.
-
Ama
Ama puts her project management techniques and ServiceNow knowledge to use to help advance Sanofi’s Digital Data operating model. Learn how our team connects data and AI to do what’s never been done before.
-
Sanofi Canada's Philanthropic Efforts
By chasing the miracles of science to improve people’s lives, we surprise ourselves with what we can achieve. Our team is humbled by the impact our efforts make.
-
Emmanuel
Emmanuel, Head of the Sanofi Digital Accelerator, shares how his team builds digital solutions that enable patients to receive new treatments to help improve their lives.
-
Dimitrije
Dimitrije shares insights into the work carried out by the AI Centre of Excellence in Toronto.
-
Ziv
Read Ziv's first-hand account describing the reasons he chose to join Sanofi – and many of the reasons why he now chooses to stay.
-
-
When you grow, we all grow
We strive to support your whole self with thoughtfully crafted rewards that benefit you physically, financially, mentally and socially. Whatever your role, you'll thrive in our inclusive teams.
-
Build a career with purpose
Bring your passion to your role and impact millions of people around the world. You're in the driver's seat – just set your goals, and we'll provide the training and support that will get you there.
-
Bolder, better futures
Change your life. And the lives of millions around the globe. How? By starting a career where you're supported to grow, while having a tangible impact and learning from the best.
-
Our locations
We're in 60+ countries, all pulling together to define the future of healthcare. Wherever you work, you'll develop your career alongside experts, using technology to chase bigger breakthroughs.
-
Sanofi Stories
At Sanofi every voice matters. Get to know the talented Sanofians shaping our future and pushing us toward our ambitious goals.
-
Sanofi at Cambridge Crossing
Dubbed Sanofi at Cambridge Crossing, our new state-of-the-art facility will create an innovation hub promoting close collaboration and integration among business units. Join us and become part of a team dedicated to chasing the miracles of science that improve people’s lives.
-
Why Sanofi
Get access to the tools, training, and support to reach your goals. By fulfilling your potential, you’ll help us achieve our aim of halving the time from discovery to therapy.
-
Our culture & values
We're the first in Pharma to have a DE&I board. We also have Employee Resource Groups that create spaces for every Sanofian to be heard. Your voice matters – use it to shape our future.
-
Sanofi's Postdoctoral Program
Designed for high-caliber Ph.D. graduates, Sanofi's Postdoctoral Program helps you advance your scientific career in a state-of-the-art environment.
-
Physician Careers at Sanofi
At Sanofi, physicians like you have the opportunity to collaborate on new ideas and challenge established thinking. Learn about Physician careers here.
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Meet Azer Hallabi, Project Manager, Global Regulatory Affairs
Discover the dynamic world of regulatory affairs with Azer Hallabi, Project Manager in Global Regulatory Affairs at our Budapest Hub.
-
Meet Nils Libert, Associate Scientist in R&D
Meet Nils Libert, an Associate Scientist contributing to groundbreaking research in R&D, Belgium.
-
Meet Orsolya Dina, Receivables & Revenue Team Lead
Follow Orsolya Dina’s inspiring journey as she embraces new opportunities for growth and advancement.
-
Meet Stefanie Van Poucke, GMP QA Head
Join Stefanie Van Poucke as she navigates the world of Quality Assurance, leading GMP QA efforts in R&D, Belgium.
-
Meet Robin, Digital Product Owner, Belgium
Dive into the digital world with Robin Meuris, as he discusses his role as a Digital Product Owner in Belgium.
-
Meet Ádám Honvéd, Product Owner Process Analytics
Step into the world of analytics with Ádám Honvéd as he shares his journey as a Product Owner for Process Analytics at our Budapest Hub.
-
-
-
-
Dachuan Li: From Operating Room to Medical Education
Dachuan Li traded his surgical scrubs for a career bridging science and healthcare as a Medical Science Liaison (MSL) in China.
-
Julien Guyomard: From Cars to COVID to Canada
How seizing opportunities built a global career. Julien's career in communications has taken him from the production lines of French car factories to the global stage of the Paris 2024 Olympics and finally to leading communications in Canada.
-
Vincent Dufauret: Embracing the Unexpected - Building a Versatile Career
Currently Global Digital Communication Project Lead, Vincent reflects on his diverse career journey. He shares the insights he wishes he'd understood from the beginning.
-
Finding Purpose at Sanofi: A Finance Professional's Path to Making a Difference
Hungarian Senior Financial Analyst Zoltán Borbás shares how the Budapest Hub offers a springboard for career growth while working for a company with real-world impact.
-
Carmen's Sanofi Journey: A Son’s Rare Diagnosis, a Renewed Mission
Carmen María Escamilla is Head of Customer Care in Supply Chain, based in Mexico. She discusses how personal experience with her son's rare genetic disorder helped shape her 11-year pharmaceutical career journey and why ensuring medicine availability has become her mission.
-
Balancing Career and Family: How Sanofi's Employee-First Culture Creates Opportunity in China
Lewis Lai, Direct to Patient (DTP) & Dual channel Pharmacy (DCP) Channel Manager based in Hangzhou, China, shares how Sanofi's supportive workplace policies and culture have enabled him to thrive professionally while embracing fatherhood.
-
Sustainability at the Heart: How Sanofi's Transformation is Building a Purpose-Driven Culture
Serena Ceccarelli reveals how Sanofi's integrated approach to sustainability is transforming the pharmaceutical giant while creating lasting social value through ambitious environmental targets and expanded healthcare access.
-
One Sanofi Career, Many Chapters: Bold Moves and Saying ‘Yes’ Drives Growth
Istanbul-based Şayan Tomris Örs, currently Polio, Pertussis, and Hib (PPH) Head of Eurasia for Vaccines at Sanofi, discusses her journey from chemical engineering graduate to marking leader to head up a franchise.
-
LEAP Internships
Kickstart your career with Sanofi’s LEAP internship – an 11-month journey where you’ll learn, grow, and contribute from day one. Gain real-world experience, build your network, and discover what’s possible.
-
Lab Bench to Global Strategy: How Scientific Passion Led to Immunology Leadership
Aayam Lamichhane, Head of Strategy and Operations for Sanofi's Global Immunology Franchise, shares how his childhood fascination with science, a commitment to serving patients, and a drive to create meaningful change in the world led to a remarkable career journey across continents.
Join our
talent community
What could we achieve together? Every Sanofian works on projects that truly make a difference to people’s lives.
Sign up today and discover our latest opportunities as soon as they’re available.