About the job
At Sanofi Consumer Healthcare, we have one shared mission - we work passionately, every day, to 'serve healthier, fuller lives' now and for the generations to come. In order to do so, we strive to act as a force for good by integrating sustainability along our business and employees' mission and operate responsibly from both a social and environmental point of view. Everything we do is centered around people's interests - our consumers, our customers, healthcare professionals, and our employees - across the world. We are building loved brands that serve 1bn consumers worldwide, through our key platforms: Allergy, Physical & Mental Wellness, Pain, Digestive Wellness and Cough, Cold & Flu.
We aspire to become the best Fast Moving Consumer Health (FMCH) company In & For the world and we aim to build a work environment where people can thrive, grow, enjoy and be at their best.
Our Team:
As part of CHC's Digital Technology organization, we are recruiting an Operations Lead. You will be the main point of contact between the digital units and the provider(s) for the following processes: Incident Management (Service Desk, L1, L2, L3), Problem Management, Change Management, Configuration Management (CMDB), Application Portfolio Management (APM), Service Level Management and Knowledge Management.
Main responsibilities:
Ensure full continuity of the support, end to end.
Manage escalations for critical incidents involving critical apps (i.e., "P1"), ensuring coordination, facilitation and stakeholders communication.
Ensure end to end problem solving methodologies are applied and root cause properly removed following up the properly execution of the actions plan associated.
Educate and train internal teams on problem solving methodologies and develop a culture of continuous improvement mindset.
Similarly for external partners ensure an adequate focus on problem solving and eradication of recurrent incidents and implementation of action plans followed up by KPIs.
Ensure data entry and reliability in CMDB - currently in ServiceNow - and report on it.
Ensure data entry and reliability in APM - currently in ServiceNow - and report on it.
Report monthly on support effectiveness through approved KPIs (# of incidents, Time To Resolve, Customer Satisfaction Surveys, adherence to SLAs) and have a focus on Digital units.
Establish partnership (reporting, control SLA, change management) with our Managed Services providers (Service Desk, On-site support, Infrastructure Managed Services or other factories / CoE).
As a very first assignment, you will join our current Digital Autonomy project with the opportunity to shape your own future by contributing to the setup of our future operating model for Operations.
Based on your Operations expertise, you will work on stabilizing the current CHC Operations by reviewing and improving the ongoing / recurring incidents and start populating a clean CHC data in our referential.
About you:
Experience: Solid knowledge & multi-year experience of Operations services (e.g., IMS, AMS, Service Desk, ITIL stack).
Soft skills: Curious, open-mindedness, think « out of the box », agile and continuous improvement mindset, ability to talk to Business and adapt "tech" language to this audience, critical-thinking and root-cause-analysis.
Technical skills: Expertise in ITIL v4 framework (incl. support model, service management, CMDB, APM), good understanding & experience on Infrastructure & Applications/platforms technologies, knowledge on problem solving methodologies (six sigma, A3, 8D, 5W2H) with focus on continuous improvement and boost performance of teams, agile methodologies, data and analytics to deep dive on data to understand the cause and effect of different situations.
Functional skills: Knowledge of Commercial & Marketing digital landscape, especially SalesForce solutions and corresponding BI eco-system.
Education: Graduate in Digital Technologies.
Languages: Fluent in English.
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, disability, or gender identity.
Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at Sanofi. At Sanofi, diversity and inclusion is foundational to how we operate and embedded in our Core Value.
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