Service Owner

Digital R&D - Service Owner

• Job Title: Service 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 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

• 12+ 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)

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!