Lead Service Designer

Job description

About the job    Our Team:  This position is part of the Service Excellence, a transversal organization into Sanofi Business Operations. Service Excellence designs, implements, and maintains scalable, efficient, and user-centric Enterprise Service Management (ESM) capabilities that connect Sanofi employees and partners with operations through standardized frameworks and solutions​    The Lead Service Designer serves as the strategic owner of service management processes, acting as a Process Lead while partnering with one or many service lines. This role empowers service lines to define, design, and maintain their service offerings and catalogs. By ensuring proper deployment on service management platforms, the Lead Service Designer drives optimal and efficient service delivery throughout the organization.    Main responsibilities:    Service Process Management  Lead and own service management processes as a Process Lead  Guide service lines in process implementation and adherence  Develop and maintain process documentation, standards, and best practices    Service Catalog Enablement  Enable service lines to define and design their service offerings and catalogs  Provide expertise and frameworks for effective service catalog development  Facilitate service definition workshops and review sessions  Ensure service catalogs align with business needs and organizational standards    Project Management  Lead service design and implementation projects from inception to completion  Develop project plans with clear milestones, deliverables, and resource requirements  Manage project scope, timeline, budget, and risks effectively  Coordinate cross-functional teams to achieve project objectives  Track project progress and provide regular status updates to stakeholders    Service Management Solution Deployment  Support service lines in deploying their catalogs on service management platforms  Provide guidance on configuration best practices and standards  Ensure proper integration between service catalogs and management tools  Oversee implementation quality and consistency across service lines    Stakeholder Engagement and Partnership  Build strong partnerships with service line owners and managers  Coach service lines on service design principles and methodologies  Serve as a trusted advisor for service management questions and challenges  Facilitate knowledge sharing and best practices across service lines    Continuous Improvement  Identify opportunities to enhance service definition and catalog processes  Guide the implementation of feedback mechanisms to capture insights  Drive standardization and efficiency in service catalog management  Promote innovation in service design and delivery methods    About you     Experience:  5+ years of experience in service design, service management, or related fields  Proven track record in guiding service catalog development and implementation  Experience with service management tools and platforms (ServiceNow, etc.)  Experience in applying service management frameworks  Experience in project management and leading cross-functional initiatives  Experience partnering with diverse stakeholders across organizational boundaries  Experience in a business domain preferred    Soft skills:  Strong coaching and facilitation abilities  Excellent communication skills with ability to translate complex concepts into clear guidance  Strategic thinking with focus on enabling service lines for success  Project management skills including planning, organization, and execution  Persuasive in advocating for standardized approaches and solutions  Collaborative mindset with ability to influence without direct authority    Technical skills:  Advanced in service design methodologies and techniques  Strong in service catalog management principles and practices  Proficient in project management methodologies and tools  Proficient in process mapping, service blueprinting, and documentation  Working knowledge of service management platforms and their capabilities  Understanding of IT and business service management principles    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,