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Sanofi

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4.2

based on 1.2k Reviews

Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

Top Rated Mid-Sized Company - 2024

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Top Rated Pharma Company - 2024

236 Sanofi Jobs

Head of Service Excellence

Sanofi India Ltd

4.2

based on 1.2k Reviews

5-9 years

Hyderabad / Secunderabad

1 vacancy

Head of Service Excellence

Sanofi

posted 5d ago

Job Role Insights

Flexible timing

Key skills for the job

Automation Testing Mining Engineering Analytical Chemistry Air Ticketing Business Operations Service Management

+ 4 more

Job Description

About the job :

The Head of Service Excellence is a pivotal role within the Process Excellence and Innovation organization, responsible for driving the planning and design of the services to meet the needs of stakeholders . Th is role oversee s both Service Management ( including D emand Management ) and Service Experience, ensuring high service quality, operational efficiency, and outstanding user experiences across all touchpoints of our service management tool suit . The role requires a n experienced and visionary , technology-savvy leader who can strategize and implement a service excellence framework for Sanofi , foste ring a culture of continuous improvement, and enhanc ing customer satisfaction and engagement.

Main responsibilities :

Strategy :

D evelop and execute a comprehensive Service Excellence strategy for Business Operations that integrates both Service Management , Demand Management and Service Experience, ensuring alignment with the overall business priorities of BO .

Lead the short to long-term strategy to drive high level of satisfaction in service delivery, enabling Service Towers to p rovide efficient, cost-effective services at the highest standards of quality.

Develop and implement User Experience (UX)/ Service Experience (EX) strategies, leveraging technology, process improvements, and training to enhance the quality of service delivery.

Continuously a lign S ervice E xcellence initiatives with BO and Service Tower strateg ies , driving a unified approach to service delivery and user experience.

Stakeholder Management & Engagement:

Act as the primary point of contact for service-related matters, building and maintaining strong relationships with key Service Towers and beyond .

Partner with Service Tower Leaders , Digital and other Business Leaders at executive level to ens ure service management and service experience meet business needs.

Ensure alignment around service and platform related standards and agreement on investment / funding priorities across all parties in Sanofi who are utilizing Service Management tools

Service Management:

O versee the end-to-end service lifecycle, including demand, planning, design, transition, and improvement, ensuring that all services meet the agreed-upon service levels and business requirements.

Develop and implement service management policies and governance to ensure consistent, reliable, and scalable service delivery across the Service Towers .

Define standard s for Service Management tools (ticketing: case, incident, demand) and intake solutions (Portal, Chatbot, Telephony).

Build, deliver and maintain Service Catalog for Business Operations .

M anage the development and implementation of service level agreements (SLAs) to enable a consi s tent monitor ing , report ing , and measure ment of service performance delivered by the Service Towers .

Define and implement a BO Control T ower framework to man a ge stakeholder engagement in case of escalations and resolution of severe incidents .

Foster a culture of operational excellence, ensuring that all service processes are optimized for efficiency and effectiveness, utilizing best practices such as ITIL and Lean .

Service Experience :

Lead the design and delivery of a world-class service experience that encompasses the entire user journey, from initial contact to resolution, ensuring all interactions are seamless, satisfying, and meet the needs of internal and external stakeholders.

Drive initiatives to improve customer satisfaction and engagement, using data and feedback to continuously refine the service experience.

Continuous Improvement & Innovation :

Champion continuous improvement initiatives across all service areas, driving operational efficiencies and enhancing service quality through the adoption of best practices and innovative technologies such as ServiceNow

Leverage data analytics and process mining to gain insights into service performance, identifying opportunities for automation, process optimization, and cost reduction.

M onitor industry trends and emerging technologies, ensuring that Business Operations remains at the forefront of service excellence.

Performance management:

Develop a unified set of key performance indicators (KPIs) .

Define processes to measure overall Business Operations services satisfaction and enhance user experience for cross-tower solutions while leveraging emerging technologies

Monitor and analyze Service Management and Service Experience metrics, identifying trends, areas of improvement, and opportunities to exceed user expectations.

Financial Management:

Develop and manage the Service Excellence budget in close partnership with Digital , ensuring that all initiatives are cost-effective and deliver value to the business.

Identify and drive cost-saving opportunities through process optimization, automation, and strategic vendor management.

People Management :

Build , mentor and lead a high-performing Service Excellence team of 15+ FTE , fostering a culture of collaboration, innovation, and continuous improvement in Service Management and Service Experience

Promote a n employee -centric culture within Business Operations , ensuring that all team members are aligned with the goal of delivering exceptional service.

About you :

Master s degree in Business Administration , Management or Information Technology .

Strong experience in service management, customer experience, or a related field within a GBS or similar kind of organization.
Ability to develop and execute a comprehensive service excellence strategy that aligns with organizational goals and drives continuous improvement.

Proven track record of leading and developing high-performing teams, with a strong emphasis on collaboration, innovation, and customer-centricity.

Deep understanding of service management frameworks (e.g., ITIL) and best practices, with the ability to design and implement efficient, scalable service processes.