Service Line Owner

Digital R&D - Service Line Owner |

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• Job Title: Service Line Owner

• Location: Hyderabad

• Job type: Permanent, Full time

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 Service Line 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

You are experienced person in application management with deep hands-on experience. You combine strong technical acumen with leadership maturity, capable of translating business vision into sustainable digital solutions. You thrive in Agile, cross-functional environments, and are passionate about continuous improvement, data integrity, and delivering measurable business value.

Key Responsibilities

1.Service Leadership and Oversight

• Lead and manage multiple external service owners, providing guidance, direction, and performance management

• Act as the lead service owner for activities requiring internal approvals, decisions, or restricted access rights

• Design the overall service framework, ensuring quality delivery at optimized costs

• Represent services to stakeholders and manage customer expectations to ensure value fulfilment

2.Service Delivery and Performance

• Ensure the set-up of operational service models/frameworks and their delivery according to agreements with service recipients

• Supervise continuous improvement cycles to meet, maintain, and increase service consumer satisfaction

• Monitor service performance metrics and KPIs, ensuring alignment with business goals

• Ensure compliance with SLAs, OLAs, and other contractual obligations

3.Internal Governance and Decision-Making

• Ensure services meet all applicable quality, regulatory, and cybersecurity requirements

• Act as the escalation point for issues that external service owners cannot resolve

• Make critical decisions requiring internal authority that cannot be delegated to external service owners

• Provide necessary internal approvals for service changes, enhancements, or issue resolution

4.Strategic Management

• Align service strategy with business requirements and technology leadership's strategy

• Drive service automation, ensuring service design, and performance

• Promote service continuous improvement in collaboration with stakeholders and partners

• Manage the financial aspects of services, including budgeting and cost optimization

5.Stakeholder Management

• Work closely with Business Partners to understand and address business needs

• Coordinate with Service Catalog Managers to manage Digital Solutions and Service Offerings

• Negotiate service levels for new or changing service offerings

• Prepare and participate in periodic service performance reviews with stakeholders

• Collaborate with business units, partners, and other service lines to align priorities and manage dependencies

6.Decision Making

• Authority to make decisions requiring internal approval that cannot be delegated to external service owners

• Authority to approve service changes, enhancements, and issue resolution strategies

• Authority to negotiate and approve service level agreements with business stakeholders

• Authority to implement service improvement initiatives and prioritize service enhancements

Required Skills & Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Systems, Engineering, or a related field

• 15+ years of experience in IT Service Management (ITSM) practices. Significant experience in application management and IT service delivery

• Experience in healthcare or life sciences domain is a plus

• Strong understanding of application architecture and infrastructure

• Experience with service management tools (ServiceNow)

• Knowledge of IT security principles and access management

• Familiarity with change management processes

• Experience managing external service providers and vendor relationships

• Knowledge of ITIL framework and service management best practices

• Very good communication level and engagement skills, both written and verbal

• Management of internal and external people

• Experience leading multi-department and multi-cultural teams: clarifying requirements, resolving conflicts, defining roadmap and driving progress

• Strong understanding of Digital / IT service delivery models and frameworks

• Experience with service management tools and platforms

• Knowledge of contract management and SLA monitoring

• Understanding of Digital / IT governance and compliance requirements

• Experience with product management tools (such as Jira)

• Experience with Agile/Scrum methodologies for product development

• Strong project management skills to coordinate multiple projects simultaneously

• Knowledge of relevant regulatory requirements (GxP where applicable)