Service Owner – Commissioning & Qualification and Document Management

About us:

Sanofi is driving a comprehensive digital transformation across our global operations, with Global Engineering systems serving as a critical enabler of this strategic initiative. As we leverage digital solutions to advance pharmaceutical manufacturing excellence and maintain our industry leadership, we are seeking a Service Owner to play a pivotal role in this journey.

As part of the global Digital Manufacturing MSAT & Engineering team, the Commissioning & Qualification and Engineering Document Management Services Owner is accountable for the end-to-end management, quality, and performance of two mission-critical applications: Sanofi's global standard Commissioning & Qualification (C&Q) application (KNEAT) and the Global Engineering Document Management System (GEDMS) (Accruent Meridian). This role ensures the delivery of high-quality, compliant services at optimized costs while aligning with Sanofi's digital strategy and manufacturing needs.

Main Responsibilities

Service Lifecycle & Strategy

• Oversee the complete lifecycle of C&Q and GEDMS applications from service definition through retirement, in partnership with Global Engineering

• Define and maintain application roadmaps in collaboration with Global Engineering and Digital partners

• Drive continued deployment to new sites, ensuring consistent global standards

• Proactively identify aging systems and technologies approaching end-of-life; develop and maintain technology refresh roadmaps to prevent obsolescence and operational disruptions

• Contribute as a member of the Digital Global Engineering Service Line team to foster integrated ways of working, positioning each application as part of a cohesive ecosystem

Service Quality & Operations

• Ensure service quality, operational efficiency, and cost optimization across both applications

• Monitor, measure, and report on service levels, ensuring adherence to established SLAs

• Define and maintain the operational framework for managed services

• Manage incidents to ensure applications operate without disruption and maintain service stability

• Lead continuous improvement initiatives to enhance service efficiency and user satisfaction

• Supervise performance analysis and improvement activities within the digital manufacturing systems scope

Compliance & Security

• Ensure compliance with data integrity requirements, including GxP regulations for C&Q

• Ensure compliance with relevant regulatory requirements and industry standards (GxP, SOX, GDPR)

• Collaborate closely with Digital Architecture COE, Digital Tech, Digital Risk Advisors, and Cyber Security teams to ensure application compliance, security, and effectiveness in alignment with Sanofi standards

Change & Vendor Management

• Participate in service change management processes, providing impact analysis for proposed changes

• Coordinate with vendors to ensure optimal service delivery while supporting Global Engineering in vendor relationship management

Financial & Value Management

• Drive value creation and financial performance in alignment with the digital manufacturing strategy

• Optimize service costs while maintaining quality and compliance standards

About you

Required Qualifications

Technical Expertise

• Understanding of commissioning & qualification and document management applications and processes

• Knowledge of Digital/IT service delivery models and frameworks

• Experience with ITIL framework and IT service management best practices

• Experience with service management tools and platforms

• Experience with product management tools (e.g., Jira)

• Proven track record in service delivery and operational excellence

Industry Knowledge

• Experience in pharmaceutical or life sciences industry

• Understanding of pharmaceutical manufacturing processes and GMP requirements

• Understanding of quality and regulatory requirements (GxP, SOX, GDPR)

Core Competencies

• Strong analytical and problem-solving abilities with data-driven decision-making capabilities

• Excellent communication and engagement skills, both written and verbal

• Demonstrates innovative thinking by identifying opportunities to maximize application potential, recognizing how systems can address both current and emerging business needs beyond standard functionality

• Proactively identifies and articulates business opportunities that could be addressed within existing applications or through integration with other platforms, showing strategic vision and a business-first mindset

Preferred Qualifications

• Experience with digital transformation initiatives in manufacturing environments

• Knowledge of Industry 4.0 concepts and technologies

• Experience with cloud-based solutions

• Familiarity with cybersecurity practices in industrial control systems

• ITIL certification

• Project management certification (e.g., Scrum Product Owner, PMP, PRINCE2)

Language Requirements

• Fluent spoken and written English

Education & Experience

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field

• 5+ years of experience in IT service management, preferably in manufacturing or industrial environments

When joining our team, you will experience:

Professional Growth

• Make a significant impact in a challenging role at the intersection of Engineering and Digital

• Develop your talent and realize innovative ideas within a competent global team

• Access purposeful professional and personal development opportunities with clear career paths within Sanofi

Work Environment

• International work environment with diverse, collaborative teams

• Culture that values innovation, continuous improvement, and operational excellence

Pursue progress, discover extraordinary

Better is out there. Better medications, better outcomes, better science. But 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. So, let’s be those people. 

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients, and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.