Job Title: Digital Global Engineering Services Line Owner
Location: Hyderabad
Job type: Permanent, Full time
About Growing with us
Sanofi is hiring key contributors to onboard Sanofi Digital transformation journey and to embrace the Digital capabilities. Global Engineering systems are a key component of this digital transformation. As part of Sanofi's digital transformation journey, we are increasingly utilizing digital solutions to implement best practices to advance pharmaceutical manufacturing, enhance operational excellence, and maintain our position as an industry leader.
The Global Engineering digital portfolio consists of integrated applications and platforms designed to transform engineering capabilities across Sanofi's industrial network:
1. Asset & Equipment Connectivity: The standardized processes enabling devices to capture, contextualize, and share data efficiently.
2. Utilities management: Monitoring and optimizing utility systems to enhance operational sustainability.
3. Commissioning & Qualification: Streamlining the validation of facilities, equipment, and systems through standardized protocols and automated documentation, ensuring GxP compliance and operational readiness.
4. Equipment & Plant Management: Predictive maintenance, automation, building & environment management, remote assistance, workflow management, data analytics, and immersive training, creating a comprehensive digital industrial operations platform.
5. Project Design & Engineering: Integrated solutions for design documentation, document management, and project scheduling/portfolio management that support the complete engineering project lifecycle.
As part of the global Digital Manufacturing MSAT & Engineering team, reporting to the Digital Global Engineering Product Line Owner, the Service Line Owner is accountable for leading multiple external service owners while serving as the lead service owner for activities requiring internal access rights, approvals, or decisions. This role represents services to stakeholders, manages customer expectations, and ensures value fulfilment across the service portfolio. The Service Line Owner acts as the bridge between external service providers and internal business requirements, ensuring seamless service delivery and compliance with organizational standards.
Main responsibilities
Service Leadership and Oversight
Lead and manage multiple external service owners, providing guidance, direction, and performance management
Act as the lead service owner for activities requiring internal approvals, decisions, or restricted access rights
Design the overall service framework, ensuring quality delivery at optimized costs
Represent services to stakeholders and manage customer expectations to ensure value fulfilment
Service Delivery and Performance
Ensure the set-up of operational service models/frameworks and their delivery according to agreements with service recipients
Supervise continuous improvement cycles to meet, maintain, and increase service consumer satisfaction
Monitor service performance metrics and KPIs, ensuring alignment with business goals
Ensure compliance with SLAs, OLAs, and other contractual obligations
Internal Governance and Decision-Making
Ensure services meet all applicable quality, regulatory, and cybersecurity requirements
Act as the escalation point for issues that external service owners cannot resolve
Make critical decisions requiring internal authority that cannot be delegated to external service owners
Provide necessary internal approvals for service changes, enhancements, or issue resolution
Strategic Management
Align service strategy with business requirements and technology leadership's strategy
Drive service automation, ensuring service design, and performance
Promote service continuous improvement in collaboration with stakeholders and partners
Manage the financial aspects of services, including budgeting and cost optimization
Stakeholder Management
Work closely with Business Partners to understand and address business needs
Coordinate with Service Catalog Managers to manage Digital Solutions and Service Offerings
Negotiate service levels for new or changing service offerings
Prepare and participate in periodic service performance reviews with stakeholders
Collaborate with business units, partners, and other service lines to align priorities and manage dependencies
Decision Making
Authority to make decisions requiring internal approval that cannot be delegated to external service owners
Authority to approve service changes, enhancements, and issue resolution strategies
Authority to negotiate and approve service level agreements with business stakeholders
Authority to implement service improvement initiatives and prioritize service enhancements
About you
Minimum Experience & Knowledge Required
1. Management Skills
Experience managing external service providers and vendor relationships
Knowledge of ITIL framework and service management best practices
Very good communication level and engagement skills, both written and verbal
Management of internal and external people
Experience leading multi-department and multi-cultural teams: clarifying requirements, resolving conflicts, defining roadmap and driving progress
2. Technical Expertise
Strong understanding of Digital / IT service delivery models and frameworks
Experience with service management tools and platforms
Knowledge of contract management and SLA monitoring
Understanding of Digital / IT governance and compliance requirements
Experience with product management tools (such as Jira)
3. Pharmaceutical Manufacturing Knowledge
Understanding of pharmaceutical manufacturing processes and GMP requirements
Familiarity with regulatory requirements for automated systems in pharma (e.g., GAMP 5)
Understanding of quality and regulatory requirements (GxP, SOX, Data Privacy)
4. Program and Project Management Methodologies
Experience with Agile/Scrum methodologies for product development
Strong project management skills to coordinate multiple projects simultaneously
5. Leadership and Soft Skills
Proven leadership abilities with experience managing teams
Excellent communication and stakeholder management skills
Strong decision-making capabilities and problem-solving aptitude
Ability to negotiate and influence across organizational boundaries
Analytical and problem-solving mindset
Soft skills
Digital Project Management (Advanced)
Digital strategy & governance (Advanced)
Consumer experience (Advanced)
Agile mindset and practices (Intermediate)
Compliance of Computerized systems (Intermediate)
Education & Experience
Bachelor’s degree in information technology, Business Administration, or related field
12+ years of experience in Digital / IT service management or related roles
Languages
Fluent spoken and written English
Success Criteria (First 12 months):
1. Service Management:
Establish baseline service performance metrics within 3 months
Achieve 95% SLA compliance across managed services
2. Team Leadership:
Successfully onboard and align all external service owners
Achieve >85% stakeholder satisfaction score
Establish quarterly service review rhythm with key stakeholders
3. Digital Transformation:
Implement at least 2 major service automation initiatives
Achieve 10% reduction in manual service operations
Deliver measurable cost optimization of 10%
4. Quality & Compliance:
Zero critical compliance incidents
Complete all required GMP and regulatory training
Establish service quality dashboard with monthly reporting
When joining our team, you will experience:
If you have a passion for Engineering and Digital and are looking for a challenging role where you can make a significant impact, we would love to hear from you.
An international work environment, in which you can develop your talent and realize ideas and innovations within a competent global team.
Your own career path within Sanofi. Your professional and personal development will be supported purposefully.
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
At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients, and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.
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, ability or gender identity.
Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!