Location: Budapest

Job type: Permanent, Full time, Hybrid according to policy

About the job

Our Team:

This manager position is part of the Service Excellence/Connect to Resolve (C2R), a transversal organization into Sanofi Business Operations. Service Excellence/Connect to Resolve (C2R) focus is to seamlessly connect Sanofi employees and third parties with the support teams and resolve their queries, driving customer centricity and user experience.

The Design Manager serves as the Global Process Owner for service management, leading a team of service designers and project managers 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 C2R 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:

• 8+ years of experience in service management, service design or related fields
• 3+ years of people management experience leading cross-functional teams
• Extensive experience in service design, service management, and process optimization
• Experience implementing and governing service management platforms (ServiceNow, etc.)
• Experience in driving organizational change and transformation initiatives
• Background in working across complex, global organizations
• Change management expertise with focus on sustainable adoption

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

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
• Ability to navigate complex organizational dynamics and build consensus

Language:

• English (fluent)

Why choose us?

• Bring the miracles of science to life alongside a supportive, future-focused team.

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention, and wellness programs and at least 14 weeks’ gender-neutral parental leave.

If the role aligns with your experience and interests you, we would be delighted to receive your application and connect with you!

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. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together.

Discover our Code of Conduct, that serves as the moral compass that guides us when chasing the miracles of science to improve people’s lives. Please ensure to have read this document before applying.

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