Ops Enablement Lead
Barcelona, Spain
About the role
Ready to push the limits of what's possible? Join Sanofi CHC in one of our corporate functions and you can play a vital part in the performance of our entire business while helping to make an impact on millions around the world.
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.
Digital Tech encompasses following capabilities: Integration, Enterprise Architecture, Operations, Cloud engineering, Platform Engineering (e.g. DevOps & related framework), Enabling Platforms (ServiceNow, Observability, Chatbots, RPA, ...), Digital Workplace and more "classical" infrastructures (hosting, network, servers, ...).
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"Ops enablement team" is supporting the Business-oriented "Ops Command Center" to ensure transversal analysis on ITSM processes data so that they can focus on the most impacting parts with their respective Digital Units: less reliable applications, most recurring incidents, problem management, reliability actions to follow-up, insightful dashboards, RCA reinforcement, incident avoidance,
As "Ops Enablement Lead", you will transversally support CHC Digital teams with you team on ITSM processes managed by Operations. You're typically covering: Incident Management (Service Desk, L1, L2, L3), Problem Management, Change Management, Configuration Management (CMDB), Application Portfolio Management (APM), Release Management, Service Level Management and Knowledge Management global processes and their ServiceNow implementation.
Overall, this role consists of leading a transversal "Ops Enablement" capability, being able to streamline and control our end-to-end run processes by bringing automation or other optimizations thanks to DevOps and Site Reliability Engineering (SRE) frameworks.
Main Responsibilities
- Lead the team to facilitate, frame, document, implement & optimize ITIL, ITSM processes in scope (e.g. automation, lean approach, ServiceNow configuration...)and jump on more complex processes to manage escalations
- Ensure consistency, compliancy, reliability and fit-for-purpose of these processes
- Ensure overall efficiency of Ops processes based on facts and provide insightful reports
- Build partnership with key Digital stakeholders (e.g. Ops leads from Ops Command Center, Infrastructure platforms leads, Automation factories leads, Data teams, ...) to ensure smooth execution of initiatives and identify areas of improvement
- Facilitate the setup & orchestration of a transversal Change Advisory Board (CAB) at the level of Tech team to govern CHC critical changes, but also Sanofi ones having an impact on CHC
- Lead the team to a Problem Solving mindset, removing recurring incidents, striving for clear RCA outcomes and actions follow-up
- Ensure Disaster Recovery process & methodology is established and governed
- Ensure data consistency, reliability and accuracy of Ops data sources of truth (e.g. ServiceNow)
- Drive the team toward a Site Reliability Engineering (SRE) approach, focusing on reliability of our Digital eco-system, leveraging automation
- Embed an agile capability to develop & maintain required dashboards & reports to show Ops insights and support decision making (e.g. "Ops Dashboard")
- Embed an agile capability to propose & develop automation focusing on reliability optimization
About you
Experience
- Strong demonstrated 10+ years experience in driving IT Service management in an organization, preferably in Consumer Goods industry or Healthcare
- Solid knowledge & multi-year experience governing Operations processes (e.g. IMS, AMS, Service Desk, ITIL & ITSM "stack", Ops automation, ...)
Technical experience
- Expertise in ITIL v4 framework (incl. support model, service management, CMDB, APM, ...)
- Process expertise, with lean expertise & experience
- Good understanding & experience on typical Ops tooling and automation capabilities (ServiceNow, RPA, Power Automate, ...)
- Good knowledge of transversal automations capabilities enabling Operations (e.g. RPA, ServiceNow, PowerAutomate, ...)
- Good writing skill to create and update standard documents & procedures, approved by Quality
- Proficient in Lean & problem solving methodologies, focusing on continuous improvement & Business continuity / reliability
- Knowledge of Agile methodologies, DevOps and SRE (Site Reliability Engineering)
- Ability to deep dive in technical topics without being an expert and drive teams to concrete outcomes
Soft skills:
- Proven leadership and ability to drive teams
- Innovation mindset around technologies (automation, AI/GenAI, ...)
- Curious, open-mindedness, think " out of the box "
- Agile and continuous improvement mindset
- Being mindful of stakeholders and ability to adapt speech & deliverables to various audience (e.g. Technical, Process, Business, ...)
- Critical-thinking and root-cause-analysis
Education:
- Bachelor's degree in Computer Science, Information Technology, or related field, with various proven experiences in international context across global organizations
Languages:
- 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