.Job title: Operations Partner / Service Management- Location: Barcelona, Spain.At Sanofi Consumer Healthcare, we're committed to providing the next-gen healthcare that patients and customers need. It's about harnessing data insights and leveraging AI responsibly to search deeper and solve sooner than ever before. Join our Team as Operations Partner / Service Management and you can help make it happen. Your job? As Operation Partner for M&S (Manufacturing and Supply), you will be the main point of contact between the M&S digital organization 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.With an overall mission of:- Preventing issue recurrence- Minimizing business impact of incidents- Facilitating resolution and communicationsOur Team: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 (Gx P, So X and other regional or local regulations). Our team operates in an international context, serving all markets in most of the countries around the world.At Sanofi Consumer Healthcare, we build trusted and loved brands that connect with hundreds of millions of consumers worldwide. Our mission is to enable better self-care for individuals and communities, while also contributing to a healthier planet. 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. To achieve this, we need people who can shape the future of our business and help us on our journey to becoming the best fast-moving consumer healthcare company in and for the world.Main responsibilities:Part of the Business-oriented "Ops Command Center", you will be driving the following aspects in this role:- Ensure full continuity of the support processes, end to end.- Manage escalations for critical incidents involving critical apps (i.E. "P1"), ensuring coordination, facilitation, and stakeholders communication.- Apply end-to-end problem-solving methodologies and ensure root causes are properly removed, following up on the execution of action plans.- Educate and train internal teams on problem-solving methodologies and develop a culture of continuous improvement mindset.- Ensure data entry and reliability in CMDB and APM (currently in Service Now) and report on it to Digital owners.- Report monthly on Operations effectiveness through approved KPIs, focusing on Digital stakeholders (Manufacturing & Supply)