About the job

Our Team:

This position is part of the Service Excellence (formerly 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 and resolve their queries, driving customer centricity and user experience.

The Lead Service Designer serves as the strategic owner of service management processes, acting as a Process Lead while partnering with one or many service lines. This role empowers service lines to define, design, and maintain their service offerings and catalogs. By ensuring proper deployment on service management platforms, the Lead Service Designer drives optimal and efficient service delivery throughout the organization.

Main responsibilities:

Service Process Management

• Lead and own service management processes as a Process Lead
• Guide service lines in process implementation and adherence
• Develop and maintain process documentation, standards, and best practices

Service Catalog Enablement

• Enable service lines to define and design their service offerings and catalogs
• Provide expertise and frameworks for effective service catalog development
• Facilitate service definition workshops and review sessions
• Ensure service catalogs align with business needs and organizational standards

Project Management

• Lead service design and implementation projects from inception to completion
• Develop project plans with clear milestones, deliverables, and resource requirements
• Manage project scope, timeline, budget, and risks effectively
• Coordinate cross-functional teams to achieve project objectives
• Track project Progress and provide regular status updates to stakeholders

Service Management Solution Deployment

• Support service lines in deploying their catalogs on service management platforms
• Provide guidance on configuration best practices and standards
• Ensure proper integration between service catalogs and management tools
• Oversee implementation quality and consistency across service lines

Stakeholder Engagement and Partnership

• Build strong partnerships with service line owners and managers
• Coach service lines on service design principles and methodologies
• Serve as a trusted advisor for service management questions and challenges
• Facilitate knowledge sharing and best practices across service lines

Continuous Improvement

• Identify opportunities to enhance service definition and catalog processes
• Guide the implementation of feedback mechanisms to capture insights
• Drive standardization and efficiency in service catalog management
• Promote innovation in service design and delivery methods

About you

Experience:

• 5+ years of experience in service design, service management, or related fields
• Proven track record in guiding service catalog development and implementation
• Experience with service management tools and platforms (ServiceNow, etc.)
• Experience in applying service management frameworks
• Experience in project management and leading cross-functional initiatives
• Experience partnering with diverse stakeholders across organizational boundaries
• Experience in a business domain preferred

Soft skills:

• Strong coaching and facilitation abilities
• Excellent communication skills with ability to translate complex concepts into clear guidance
• Strategic thinking with focus on enabling service lines for success
• Project management skills including planning, organization, and execution
• Persuasive in advocating for standardized approaches and solutions
• Collaborative mindset with ability to influence without direct authority

Technical skills:

• Advanced in service design methodologies and techniques
• Strong in service catalog management principles and practices
• Proficient in project management methodologies and tools
• Proficient in process mapping, service blueprinting, and documentation
• Working knowledge of service management platforms and their capabilities
• Understanding of IT and business service management principles

Languages: English (fluent)