Operations Partner / Service ManagementJob title: Operations Partner / Service ManagementLocation: 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 ManagementChange ManagementConfiguration Management (CMDB)Application Portfolio Management (APM)Service Level ManagementKnowledge ManagementOur 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 while 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.Main responsibilities: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 ServiceNow) and report on it to Digital owners.Report monthly on Operations effectiveness through approved KPIs, focusing on Digital stakeholders (Manufacturing & Supply).Establish partnerships with Managed Services providers and bring value to the M&S domain by facilitating management and improvement of applications and services.About you:Experience: Solid knowledge & multi-year experience of Operations services (e.g. IMS, AMS, Service Desk, ITIL stack, …)Technical skills:Expertise in ITIL v4 framework (incl. support model, service management, CMDB, APM, …)Advanced knowledge of ServiceNow platform and good understanding & experience on Infrastructure & Applications/platforms technologies.Good knowledge in Manufacturing systems like MES and Supply like Kinaxis and on lean approaches & problem solving methodologies.Familiarity with Cloud platforms (AWS, Azure) and with DevOps and SRE concepts.Soft skills:Demonstrates curiosity, open-mindedness, and out-of-the-box thinking, with an agile and continuous improvement mindset.Education and Languages:Graduate in Digital Technologies and 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 and prevention programs.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.
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