Head of Service Design
Hyderabad, Inde Regular Posté le Aug. 25, 2025 Expire le Sep. 25, 2025Hiring Manager: Head of Service Excellence
Location: Hyderabad
Job type: Full time/ Hybrid work policy
About the job
We are an innovative global healthcare company with one purpose: to chase the miracles of science to improve people’s lives. We’re also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible. Ready to get started?
Sanofi ‘Hubs’ are where our key strategic business operations are hosted providing centralized services across Global Medical, Finance, People, Procurement, Digital, R&D and more. Our Ambition: deliver best-in-class enterprise services enabling Sanofi to chase the miracles of science to improve people's lives.
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 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 serves as the Global Process Owner for service management, 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:
Minimum 8 years of experience in service management, service design or related fields.
At least 3 years of people management experience leading cross-functional teams.
Experience in service design, service management, and process optimization is essential.
Experience implementing and governing service management platforms (ServiceNow, etc.) is required.
Experience in driving organizational change and transformation initiatives is preferred.
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)
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.
Watch our ALL IN videoand check out our Diversity Equity and Inclusion actions at sanofi.com!
nullPoursuivre le progrès. Découvrir l’extraordinaire.
Rejoignez Sanofi et entrez dans une nouvelle ère de la science – où votre parcours peut être aussi transformateur que le travail que nous accomplissons. Nous investissons en vous pour que vous alliez plus loin, accélériez votre réflexion et accomplissiez ce qui n’a jamais été fait auparavant. Vous contribuerez à repousser les limites, à bousculer les conventions et à concevoir des solutions plus intelligentes pour les communautés que nous servons. Prêt·e à poursuivre les miracles de la science et à améliorer la vie des gens ? Poursuivons le progrès et découvrons l’extraordinaire – ensemble.
Chez Sanofi, nous croyons dans l’égalité des chances, sans distinction de race, de couleur, d’ascendance, de religion, de sexe, d’origine, d’orientation sexuelle, d’âge, de citoyenneté, d’état civil, de handicap, d’identité de genre ou de tout autre critère protégé par la loi.
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Hubs
De Bogota à Budapest, de Kuala Lumpur à Hyderabad, vos compétences font avancer le monde de Sanofi. Occuper un poste dans nos Hubs vous place au cœur de notre transformation mondiale. Nous travaillons sans relâche pour réduire le délai d’acheminement de nouveaux traitements pour les patients. Votre créativité et votre personnalité unique peuvent aider les autres à donner le meilleur d’eux-mêmes. Ensemble, accomplissons l’impossible.
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