ITS - ITS Service Owner - Chengdu

Job description

Job Summary

·  ITS Service Owner has mandate to design of the overall service, accountable for the quality of the service at optimized costs. Supervise continuous improvements cycles to meet, maintain, increase service recipient satisfaction in alignment with the service

Job Dimensions

Number of Direct Reports: 0

Number of Dotted Line Reports: 0

Total Number in Team Managed: 0

Main Interactions

·  Service Line leadership
·  Service Management
·  Domain Expertise & Analysis
·  Project & Program Leadership
·  Business Stakeholders
·  Vendors and Strategic Partners

Key Duties and Responsibilities

The scope of duties and responsibilities includes but is not limited to:

·  Accountable for service definition, design and operations framework
·  Monitor Quality of Service delivered to service recipients according the agreed SLAs
·  Ensure Service recipient satisfaction for the scope of service.
·  Ensure interactions and exchanges with the network of stakeholders and coordinate contributors’ activities
·  Promote the service value to increase its adoption
·  Lead the governance of the Service and associated Service Catalogue
·  Primary point of contact in case of claims and crisis
·  Ensure support documentation availability to ease service adoption
·  Accountable for the end-to-end process design, maintenance and improvement to ensure efficiency
·  Ensure the right sourcing model (internal and/or external parties) to secure service delivery as agreed
·  Responsible for the Third-Party contract design
·  Responsible for the Value Creation and the financial performance of the Service (cost drivers, unit costs, ….)
·  Supervise the whole life cycle from service definition to service retirement
·  Knowledgeable about various components impacting the service
·  Accountable for security and regulatory compliance
·  Act as leader for technology watch in his/her area of service

Communication

·  Provides clear and timely communications to all parties involved
·  Provides clear, specific and understandable instructions to strategic partners
·  Ensures that issues are escalated timely and all relevant parties are informed

Experience & Knowledge

Essential

·  Minimum 7 years of proven track record of IT experience in Service Management
·  Minimum of 3 years of responsible leadership experiences in management or supervisory positions
·  ITIL V3 / V4 qualifications
·  Experience in end-to-end service delivery including all service offerings, in particular the value that the service delivers
·  Experience in dealing with strategy and portfolio management, service roadmap, prioritizes initiatives, budgets and negotiations with partners and vendors
·  Relationship Management - Determines the strategic vision and direction. Positively influences key senior stakeholders. Provides an arbitration function
·  Service Reporting - takes management information and consolidates agreed key performance indicators into product or service measures that underpin service management of a specific product or service
·  User focus - Understands users and can identify who they are and what their needs are based on evidence. Able to translate user stories and propose design approaches or services to meet these needs and engages in meaningful interactions and relationships with users. Puts users first and can manage competing priorities
·  Good communication skills in English, working attitude and interpersonal skills
·  Drives service maturity and service metrics
·  Strong customer-service orientation

Desirable

·  Experience in Pharma Industry
·  Knowledge of any of below is added advantage
·  SAP Finance – experience of managing application support
·  Managing SaaS or web-based application support

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.