Digital R&D Service Owner

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 a Service 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

As a Service Owner within Sanofi’s Digital R&D organization, you will ensure operational excellence, optimize application support, and drive user satisfaction. You will act as a bridge between users, technical teams, and partners, maintaining compliance while enabling smooth delivery of services. This role requires both strategic oversight and hands-on coordination to improve service delivery and adoption.

Key Responsibilities

• Service Oversight: Manage and optimize the support of assigned applications to ensure high user satisfaction and efficient issue resolution.

• Performance Management: Monitor, report, and analyze KPIs and SLAs, providing actionable insights to Product Owners.

• Stakeholder Alignment: Facilitate regular meetings with internal teams, AIMS, and vendors to align priorities and operational goals.

• Continuous Improvement: Drive service enhancements, process optimizations, and adoption initiatives to improve user experience.

• Escalation Management: Serve as the final escalation point for operational support, ensuring timely issue mitigation and resolution.

• Strategic Service Landscape: Collaborate with COEs to identify gaps, recommend improvements, and align service offerings with organizational objectives.

• Validation & Compliance: Maintain application validation status where applicable, ensuring readiness for audits and inspections.

• Platform Management: Oversee updates and coordination with SaaS vendors to maintain platform integrity and performance.

Required Qualifications & Experience

• Education: Bachelor’s degree in Computer Science, Information Systems, Life Sciences, or related field. Master’s preferred.

• Experience: 5–7 years of professional experience in application support, IT service management, or SaaS service delivery. Experience in regulated environments (GxP, Pharma, Healthcare) is highly desirable.

• Strong understanding of SaaS models and basic IT architecture.

• Proficient in ITIL framework, including service and incident management.

• Strong business analysis skills to translate user requirements into technical specifications.

• Basic domain knowledge in early research and molecular biology.

Required Soft Skills

• Excellent coordination and interpersonal skills to work effectively with internal and external stakeholders.

• User-centric mindset with focus on improving user experience.

• Experience in vendor management and monitoring SLAs.

• Strong capability in continuous improvement and process optimization.

• Highly organized with the ability to manage multiple priorities.

• Comfortable working in interdisciplinary and international teams.

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, ability or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!