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.
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With an overall mission of:
- Preventing issue recurrence
- Minimizing business impact of incidents
- Facilitating resolution and communications
Our 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 (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.
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 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 (Service Desk, On-site support, Infrastructure Managed Services) and bring value to the M&S domain by facilitating management and improvement of applications and services. Partner with "Ops Enablement" team to bring key insights to Digital stakeholders (less reliable apps, actions to take & progress, risks in the landscape, performance of the operations, ....).
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 (capabilities, way it works, usage, ...) 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 (six sigma, A3, 8D, 5W2H...) with focus on continuous improvement.
- Familiarity with Cloud platforms (AWS, Azure) and with DevOps and SRE (Site Reliability Engineering) concepts.
- Expertise in ITIL v4 framework (incl. support model, service management, CMDB, APM, ...)
- Soft skills:
- Demonstrates curiosity, open-mindedness, and out-of-the-box thinking, with an agile and continuous improvement mindset, the ability to communicate technical concepts to business audiences, and strong critical-thinking and root-cause analysis skills.
- Demonstrates curiosity, open-mindedness, and out-of-the-box thinking, with an agile and continuous improvement mindset, the ability to communicate technical concepts to business audiences, and strong critical-thinking and root-cause analysis skills.
- Education and Languages:
- Graduate in Digital Technologies and fluent in English
- 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, prevention and wellness programs and at least 14 weeks' gender-neutral parental leave.