Head of Solution Delivery
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 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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