Digital R&D - Service Owner

Job Title: Service Owner

Location: Hyderabad

Job type: Permanent, Full time

About the Team

We are an innovative global healthcare company driven by one purpose - to chase the miracles of science to improve people’s lives. With a presence in over 100 countries, our teams are dedicated to transforming the practice of medicine and turning the impossible into the possible. We deliver life-changing treatments and life-saving vaccines to millions worldwide, while embedding sustainability and social responsibility at the heart of everything we do.

Sanofi has embarked on an ambitious digital transformation journey, with a strong focus on accelerating data-driven innovation and the adoption of Artificial Intelligence (AI) and Machine Learning (ML) to enhance R&D, manufacturing, and commercial performance. This transformation aims to bring breakthrough medicines and vaccines to patients faster and more efficiently.

Join our team as Service Owner and play a key role in advancing engineering excellence across Digital R&D. You’ll contribute to shaping Sanofi’s global digital future, collaborating closely within our expanding Hyderabad hub.

About you

You are experienced person in application management with deep hands-on experience. You combine strong technical acumen with leadership maturity, capable of translating business vision into sustainable digital solutions. You thrive in Agile, cross-functional environments, and are passionate about continuous improvement, data integrity, and delivering measurable business value.

Key Responsibilities

1.       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

2.       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

3.       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

4.       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

5.       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

6.       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

Required Skills & Qualifications

Bachelor’s or Master’s degree in Computer Science, Information Systems, Engineering, or a related field

12+ years of experience in IT Service Management (ITSM) practices. Significant experience in application management and IT service delivery

Experience in healthcare or life sciences domain is a plus

Strong understanding of application architecture and infrastructure

Experience with service management tools (ServiceNow)

Knowledge of IT security principles and access management

Familiarity with change management processes

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

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)

Experience with Agile/Scrum methodologies for product development

Strong project management skills to coordinate multiple projects simultaneously

Knowledge of relevant regulatory requirements (GxP where applicable)

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!