**Job title** : Head of Solutions Delivery + Hiring Manager: Head of Service Excellence + Location: Hyderabad + Job type: Full time/ Hybrid work policy **About the job** We are an innovative global healthcare company with one purpose: to chase the miracles of science to improve people’s lives. We’re also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible. Ready to get started? Sanofi ‘Hubs’ are where our key strategic business operations are hosted providing centralized services across Global Medical, Finance, People, Procurement, Digital, R&D and more. Our Ambition: deliver best-in-class enterprise services enabling Sanofi to chase the miracles of science to improve people's lives. As part of our ongoing transformation and transition of activities to our hubs, **Service Excellence** plays a key role in digitizing service management operations. To support this, we are seeking a **Head of Solutions Delivery** to lead this strategic journey in partnership with our service towers. **Our Team:** This position is part of Service Excellence, a transversal organization into Sanofi Business Operations. **Service Excellence** focus is to seamlessly connect Sanofi employees and third parties with the support teams, driving performance and customer centricity. The **Head of Solutions Delivery** provides strategic leadership for the solutions team, overseeing the implementation, maintenance, and evolution of service management platform and solutions. This role is responsible for managing a diverse team of Business Analysts at various levels while ensuring alignment between technology solutions and business objectives. The Head of Solutions Delivery drives innovation, operational excellence, and continuous improvement across the service management ecosystem to enhance user experience, service efficiency and business outcomes. **Main responsibilities:** **Strategic Leadership and Team Management** + Lead and develop a team of Business Analysts (Associate, Business Analyst, Senior, and Lead levels) + Define team vision, objectives, and key performance indicators aligned with Service Excellence strategy + Foster a culture of innovation, collaboration, and continuous improvement + Manage team performance, career development, and resource allocation **Solution Portfolio Management** + Oversee the lifecycle management of service management solutions across Portal, Ticketing, Chatbot/AI/GenAI, Telephony, Reporting, and Survey platforms + Develop and maintain the solutions roadmap in alignment with business priorities and DIGITAL strategy + Ensure solution architecture integrity and integration across platforms + Drive adoption of emerging technologies to enhance service delivery capabilities **Stakeholder and Vendor Management** + Build and maintain strategic relationships with key stakeholders across Business Operations and DIGITAL + Represent the solutions team in governance forums and steering committees + Manage vendor relationships and contracts to ensure optimal service delivery + Communicate solution value proposition and performance to executive leadership **Operational Excellence** + Establish and maintain solution configuration and support standards, methodologies, and best practices + Implement metrics and reporting frameworks to measure solution effectiveness + Drive continuous improvement initiatives based on performance data and user feedback + Ensure compliance with security, data privacy, and regulatory requirements **Budget and Resource Management** + Develop and manage team budget and resource allocation + Prioritize initiatives based on business impact and resource constraints + Optimize team structure and capabilities to meet evolving business needs + Identify opportunities for efficiency gains and cost optimization **About you** **Experience** + Minimum 7 years of experience in solution management, business analysis, or related fields + At least 3 years of people management experience leading technical or business analysis teams + Proven track record in implementing and managing enterprise technology solutions + Experience with service management platforms, AI/GenAI solutions, and reporting tools + Background in business operations with focus on service delivery excellence + Experience in a global, cross-functional environment **Soft skills** + Strategic thinking with ability to connect technology solutions to business outcomes + Strong leadership and team development capabilities + Excellent communication and presentation skills at all organizational levels + Effective stakeholder management and negotiation abilities + Problem-solving approach with focus on business value delivery + Change management and organizational transformation expertise **Technical skills** + Advanced in service management principles and frameworks (ITIL, KCS) + Advanced in project and portfolio management methodologies + Advanced in business case development and financial management + Intermediate in AI/GenAI, Service Management, Telephony and reporting solutions + Intermediate in data privacy principles and compliance requirements + Working knowledge of LEAN, Design Thinking, and Continuous Improvement frameworks + Understanding of enterprise architecture principles and integration patterns **Languages** : English (fluent) **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. Watch our ALL IN video (https://www.youtube.com/watch?v=SkpDBZ-CJKw&t=67s) and check out our Diversity Equity and Inclusion actions at sanofi.com (https://www.sanofi.com/en/our-responsibility/equality-and-inclusiveness) ! **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, ability or gender identity. Watch our ALL IN video (https://www.youtube.com/watch?v=SkpDBZ-CJKw&t=67s) and check out our Diversity Equity and Inclusion actions at sanofi.com (https://www.sanofi.com/en/our-responsibility/equality-and-inclusiveness) ! Global Terms & Conditions and Data Privacy Statement (https://www.sanofi.com/en/careers/global-terms-and-conditions/) Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions. With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe. Discover more about us visiting www.sanofi.com or via our movie We are Sanofi (https://youtu.be/96EwNjb1TLo) As an organization, we change the practice of medicine; reinvent the way we work; and enable people to be their best versions in career and life. We are constantly moving and growing, making sure our people grow with us. Our working environment helps us build a dynamic and inclusive workplace operating on trust and respect and allows employees to live the life they want to live. All in for Diversity, Equity and Inclusion at Sanofi - YouTube (http://www.youtube.com/watch?v=SkpDBZ-CJKw&t=2s)