ITSM & Process Lead

Barcelona, Spain

About the role:

Ready to push the limits of what’s possible? Join Sanofi CHC in one of our corporate functions and you can play a vital part in the performance of our entire business while helping to make an impact on millions around the world.

Our team is engaged in designing, delivering and supporting Digital Tech Services for all CHC worldwide.

We deliver our solutions in a highly competitive market answering FMCH needs and sometimes supporting regulated environments (GxP, SoX and other regional or local regulations).

Our team operates in an international context, serving all markets in most of the countries around the world.

Digital Tech encompasses following capabilities: Integration, Enterprise Architecture, Operations, Cloud engineering, Platform Engineering (e.g. DevOps & related framework), Enabling Platforms (ServiceNow, Observability, Chatbots, RPA, …), Digital Workplace and more “classical” infrastructures (hosting, network, servers, …).

In CHC Digital, all ITSM processes are implemented into ServiceNow platform, currently in a common instance shared with Sanofi overall and operated by a Sanofi Center of Expertise. Standard procedures in use are the one from Sanofi. At some point in time, CHC will benefit from its own ServiceNow instance and will have to manage its own standard procedures.

As ITSM and process expert, part of CHC Digital Operations team, you will support CHC Digital team on ITSM processes managed by Operations (i.e. being Business Process Owners – BPO), typically covering: Incident Management (Service Desk, L1, L2, L3), Problem Management, Change Management, Configuration Management (CMDB), Application Portfolio Management (APM), Service Level Management and Knowledge Management.

Beyond that, this role consists of leading a transversal “process enablement” capability, being able to streamline and control our end-to-end run process by bringing automation or other optimizations.

Main responsibilities:

• Facilitate, frame, implement & optimize ITIL, ITSM processes, including potential optimization into ServiceNow platform

• Own ITSM “product” on top of ServiceNow platform (ServiceNow platform itself is owned by another Digital Tech team)

• Focus on the overall strategy, design, policies, and standardization of the processes

• Overall day-to-day operational responsibility for the performance of the processes

• In partnership with Digital Quality representatives, provide CHC standard procedures related to all these processes

• Collaborate with stakeholders to identify new requirements to meet evolving business needs

• Develop and implement global performance and processes health KPIs and SLAs

• Develop and maintain procedures and training materials for Digital stakeholders

• Develop and maintain reports and dashboards to show data quality, KPIs and SLA performance

• Support Digital stakeholders on these processes (Q&A, training, communication, …) and ensure process adoption

• Supporting internal / external audits and inspections

• Regularly Educate & communicate to CHC associates on Operations processes & best practices

• In addition, define & articulate following processes: Transversal CAB management, DRP management, Move to Production, follow-the-sun/on-call management, infrastructure process control (patching, backup/restore, …), …

• Develop SRE approach & automation across the team, leveraging tooling like ServiceNow, Monitoring platform, etc…

About you

• Experience:

  • Strong demonstrated experience in driving the maturity of the IT Service Management capabilities in an organization

  • Solid knowledge & multi-year experience of Operations processes (e.g. IMS, AMS, Service Desk, ITIL & ITSL “stack”, …)

• Technical skills:

  • Expertise in ITIL v4 framework (incl. support model, service management, CMDB, APM, …)

  • Process expert, with Lean expertise & experience

  • Good knowledge of ServiceNow, without being a developer, but with ability to understand how process are implemented and can be optimized in the platform

  • Good writing skill to create and update standard documents & procedures, approved by Quality

  • Knowledge on problem solving methodologies focus on continuous improvement and boost performance of teams

  • Knowledge of Agile methodologies

  • Data and analytics to deep dive on data to understand process execution and outcomes

  • Good understanding & experience on Digital eco-system, especially on Operations

• Soft skills:

  • Curious, open-mindedness, think « out of the box »

  • Agile and continuous improvement mindset

  • Ability to adapt “process” speech and help people to adopt them

  • Critical-thinking and root-cause-analysis

  • “SRE - Site Reliability Engineering” mindset

• Education:

  • Graduate in Digital Technologies

• Languages:

  • Fluent in English

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

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!