Head of Service Excellence

Our Team:

Our ambition: deliver best-in-class enterprise services enabling Sanofi to chase the miracles of science to improve people's lives. Sanofi has been building the foundations of enterprise services over the past few years. With the creation of the global business unit Business Operations one year ago, we have elevated our commitment to innovation, operational excellence and value creation. Business Operations plays a key role for Sanofi in modernizing the way we work. An expert leadership team, passionate about leading high performance. 

We are building for the long term. We bring people together – many of them in our four hub locations around the world - simplifying processes, breaking down barriers and rapidly cross-fertilizing the best ideas across Sanofi.  

Our critical success factors:

We have identified three key drivers:

Community - Building a vibrant team that will attract and engage talent, with four global hubs. 

Excellence - Simplifying, standardizing and continuously improving processes to capture synergies, scale effects and productivity improvements.

Digitalization - Enabling transparency, data-driven decision-making support, agility and rapid innovation across Sanofi's entire value chain.

About the job :

The Head of Service Excellence is a pivotal role within the Process Excellence and Innovation organization, responsible for driving the planning and design of the services to meet the needs of stakeholders. This role oversees both Service Management (including Demand Management)and Service Experience, ensuring high service quality, operational efficiency, and outstanding user experiences across all touchpoints of our service management tool suit. The role requires an experienced and visionary, technology-savvy leader who can strategize and implement a service excellence framework for Sanofi, fostering a culture of continuous improvement, and enhancing customer satisfaction and engagement.

Main responsibilities :

• Strategy:

• Develop and execute a comprehensive Service Excellence strategy for Business Operationsthat integrates both Service Management, Demand Management and Service Experience, ensuring alignment with the overall business priorities of BO.

• Lead the short to long-term strategy to drive high level of satisfaction in service delivery, enabling Service Towers to provide efficient, cost-effective services at the highest standards of quality.

• Develop and implement User Experience (UX)/ Service Experience (EX) strategies, leveraging technology, process improvements, and training to enhance the quality of service delivery.

• Continuously align Service Excellence initiativeswith BO and Service Tower strategies, driving a unified approach to service delivery and user experience.
  

• Stakeholder Management & Engagement:

• Act as the primary point of contact for service-related matters, building and maintaining strong relationships with key Service Towers and beyond.

• Partner with Service Tower Leaders, Digital and other Business Leaders at executive level to ensure service management and service experience meet business needs.

• Ensure alignment around service and platform related standards and agreement on investment / funding priorities across all parties in Sanofi who are utilizingService Management tools
  

• Service Management:

• Oversee the end-to-end service lifecycle, including demand, planning, design, transition, and improvement, ensuring that all services meet the agreed-upon service levels and business requirements.

• Develop and implement service management policies and governance to ensure consistent, reliable, and scalable service delivery across the Service Towers.

• Define standards for Service Management tools (ticketing: case, incident, demand) and intake solutions (Portal, Chatbot, Telephony). 

• Build, deliver and maintain Service Catalog for Business Operations.

• Managethe development and implementation ofservice level agreements (SLAs) to enable a consistentmonitoring, reporting, and measurementof service performancedelivered by the Service Towers.

• Define and implement a BO Control Tower framework to managestakeholderengagementin case ofescalations and resolution of severe incidents.

• Foster a culture of operational excellence, ensuring that all service processes are optimized for efficiency and effectiveness, utilizing best practices such as ITILand  Lean.

• Service Experience:

• Lead the design and delivery of a world-class service experience that encompasses the entire user journey, from initial contact to resolution, ensuring all interactions are seamless, satisfying, and meet the needs of internal and external stakeholders.

• Drive initiatives to improve customer satisfaction and engagement, using data and feedback to continuously refine the service experience.

• Continuous Improvement & Innovation :

• Champion continuous improvement initiatives across all service areas, driving operational efficiencies and enhancing service quality through the adoption of best practices and innovative technologies such as ServiceNow

• Leverage data analytics and process mining to gain insights into service performance, identifying opportunities for automation, process optimization, and cost reduction.

• Monitor industry trends and emerging technologies, ensuring that Business Operations remains at the forefront of service excellence.

• Performance management:

• Develop a unified set ofkey performance indicators (KPIs).

• Define processes to measure overall Business Operations’ services satisfaction and enhance user experience for cross-tower solutions while leveraging emerging technologies

• Monitor and analyze Service Management and Service Experiencemetrics, identifying trends, areas of improvement, and opportunities to exceed user expectations.

• People  Management:

• Build, mentor and lead a high-performing Service Excellence team of 15+ FTE, fostering a culture of collaboration, innovation, and continuous improvement in Service Management and Service Experience

• Promote an employee-centric culture within Business Operations, ensuring that all team members are aligned with the goal of delivering exceptional service.

About you :

• Master’s degree in Business Administration, Management or Information Technology.

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  Strong experience in service management, customer experience, or a related fieldwithin a GBS or similar kind of organization.

• Ability to develop and execute a comprehensive service excellence strategy that aligns with organizational goals and drives continuous improvement.

• Proven track record of leading and developing high-performing teams, with a strong emphasis on collaboration, innovation, and customer-centricity.

• Deep understanding of service management frameworks (e.g., ITIL) and best practices, with the ability to design and implement efficient, scalable service processes.

• Strong background in customer experience (CX) and user experience (UX) design, with the ability to deliver exceptional service interactions.

• Proficient in using data analytics and process mining to drive insights, optimize performance, and improve service outcomes.

• Strong analytical and problem-solving abilities, with a focus on identifying root causes and implementing effective solutions.

• Experience in budget management and cost optimization, with a focus on delivering value to the business.

• Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels of the organization.

• Outstanding leadership skills with the ability to inspire and motivate teams