Digital R&D Service Owner

About the Team

We are an innovative global healthcare company driven by one purpose — to chase the miracles of science to improve people’s lives. With a presence in over 100 countries, our teams are dedicated to transforming the practice of medicine and turning the impossible into the possible. We deliver life-changing treatments and life-saving vaccines to millions worldwide, while embedding sustainability and social responsibility at the heart of everything we do.

Sanofi has embarked on an ambitious digital transformation journey, with a strong focus on accelerating data-driven innovation and the adoption of Artificial Intelligence (AI) and Machine Learning (ML) to enhance R&D, manufacturing, and commercial performance. This transformation aims to bring breakthrough medicines and vaccines to patients faster and more efficiently.

Join our team as a Service Owner and play a key role in advancing engineering excellence across Digital R&D. You’ll contribute to shaping Sanofi’s global digital future, collaborating closely within our expanding Hyderabad hub.

About you

As a Service Owner within Sanofi’s Digital R&D organization, you will ensure operational excellence, optimize application support, and drive user satisfaction. You will act as a bridge between users, technical teams, and partners, maintaining compliance while enabling smooth delivery of services. This role requires both strategic oversight and hands-on coordination to improve service delivery and adoption.

Key Responsibilities

• Service Oversight: Manage and optimize the support of assigned applications to ensure high user satisfaction and efficient issue resolution.

• Performance Management: Monitor, report, and analyze KPIs and SLAs, providing actionable insights to Product Owners.

• Stakeholder Alignment: Facilitate regular meetings with internal teams, AIMS, and vendors to align priorities and operational goals.

• Continuous Improvement: Drive service enhancements, process optimizations, and adoption initiatives to improve user experience.

• Escalation Management: Serve as the final escalation point for operational support, ensuring timely issue mitigation and resolution.

• Strategic Service Landscape: Collaborate with COEs to identify gaps, recommend improvements, and align service offerings with organizational objectives.

• Validation & Compliance: Maintain application validation status where applicable, ensuring readiness for audits and inspections.

• Platform Management: Oversee updates and coordination with SaaS vendors to maintain platform integrity and performance.

Required Qualifications & Experience

• Education: Bachelor’s degree in Computer Science, Information Systems, Life Sciences, or related field. Master’s preferred.

• Experience: 5–7 years of professional experience in application support, IT service management, or SaaS service delivery. Experience in regulated environments (GxP, Pharma, Healthcare) is highly desirable.

• Strong understanding of SaaS models and basic IT architecture.

• Proficient in ITIL framework, including service and incident management.

• Strong business analysis skills to translate user requirements into technical specifications.

• Basic domain knowledge in early research and molecular biology.

Required Soft Skills

• Excellent coordination and interpersonal skills to work effectively with internal and external stakeholders.

• User-centric mindset with focus on improving user experience.

• Experience in vendor management and monitoring SLAs.

• Strong capability in continuous improvement and process optimization.

• Highly organized with the ability to manage multiple priorities.

• Comfortable working in interdisciplinary and international teams.