Go to search Go to main content

A Range of Possibilities

Head Of Service Excellence

date posted 02/07/2023
contract type Full time
job id R2654504
location Paris;

Sanofi is a global pharmaceuticals and biologics company headquartered in Paris, France, and a leader in the research and development, manufacturing, and marketing of pharmaceutical drugs principally in the prescription market. The firm also develops well known over-the-counter medication. The company covers seven major therapeutic areas: cardiovascular, central nervous system, diabetes, internal medicine, oncology, thrombosis and vaccines. It is the world's largest producer of vaccines.

Sanofi has recently embarked on a vast and ambitious digital transformation program. A first step to this transformation was bringing all IT, Digital and Data functions under a Global Chief Digital Officer reporting to Sanofi’s CEO. The new

Digital organization is implementing a 3-year strategy that will drive business growth, operating income and cost efficiency from enterprise-wide agile digital transformation. 
The digital roadmap will facilitate the acceleration of R&D drug discovery, intelligent supply chain, manufacturing digital factory of the future and commercial performance, bringing better drugs and vaccines to patients faster, to improve health and save lives. 

It is our aspiration to be a leader in biopharmaceuticals, driven by world-class digital technology, to improve people’s lives everywhere. We make Sanofi a great place to work with Digital capabilities.  We leverage the best and brightest leaders and technical talent to build systems, modernize business process, generate value and drive competitive advantage.  

Candidate Profile 

The Head of Service Excellence contributes significantly to the success of the projects, efficient utilization of resources, and leads the CIO organization in achieving strategic objectives.  This is a key role to create a solid understanding among the executive team of the intricacies of technology cost structures and program investment strategies, develop effective approach to communicating the Program status to the entire business community and educate business partners about the value and contribution of the CIO organization.

The key position leads the functional areas of PMO Program Management, BO Business Operations management, and CIO business function operations for strategy roadmaps and resource management, training and Upskilling.  This role is responsible to develop KPI and scorecards to deliver CIO organization Objectives and fiscal year cost efficiencies and business operating income commitments. Develops ongoing reports and analysis that is communicated both within the Digital organization as well as broadly across the global business partner organizations.

The Head of Service Excellence develops operational and strategic objectives as a critical part of future business planning key to both short- and long-term business success.  Establishes a project governance framework to have a structured approach to govern the projects. One of the core responsibilities is to centralize information and deliver it to key stakeholders, ensuring informed and timely decisions for the success of key initiatives. 

Ensure projects are prioritized to support strategic objectives, track status of projects including key milestones and spend.  The program also ensures formal planning for the right resources are allocated to the right program initiative at the right time. In a dynamically changing business environment, it is critical to forecast and get real-time foresight into resourcing and manage proactive corrective actions to mitigate schedule and cost risks.

As an integral part of performance improvement, oversees and streamlines various project management processes and methodologies.  Enables organizational efficiency by facilitating knowledge transfers between departmental project teams. Ensures deployment of project plans, reviews, templates, and documentation widely available saving time and cost.

As the business operations management executive, collaborates with the CIO to set and drive the operations and execution of the IT organization.  The role designs, implements and leads IT operational strategies in alignment with the IT vision and oversees daily operational activity.  This includes establishing plans, resource strategies, policies and process that will cultivate an IT organization that consistently delivers on the growing technology opportunities of organization.  

This role is responsible for operational excellence and leads programs to continually improve the ability for IT to effectively meet organization’s technology needs. This includes partnering with the technology leadership team to develop financial dashboards to generate cost transparency, to serve the needs of the CIO, Technology Leadership, and the Business Units.

This leadership role is critical in building a strong high-performance organization with key expectations of:

  • Enables Real-Time Visibility Across the Enterprise

  • Implements Standards and Best Industry Practices

  • Aligns Projects with Business Objectives

  • Helps in Business Decision Making for successful delivery of CIO organization business Objectives 

  • Helps in Reducing Project Resourcing Cost

  • Improves Effective Resource Utilization

  • Leads and standardizes RFP, RFQ and SLA Methodologies

  • Shares Project Knowledge and lessons learned Broadly

  • Improves Communication and Productivity

1. PMO/Governance capability that will enable the CIO Leadership Team to evaluate projects via standardized criteria, including future state considerations, in order to ensure funding/resources are allocated to those that will bring the most value to the organization. Included will be prioritization and tracking/monitoring of those approved in order to determine, should progress/goals not be met, if those projects should be defunded in order to save money or re-allocate resources to higher priority projects.

A.    Collaborate with the CIO PMO to establish an operating rhythm for project/initiative initiation and review that is aligned with CIO office.

B.    Develop a framework for governance of projects/initiatives across the organization.
C.    Work with finance to ensure that financial guardrails are part of the review and decision-making process.
D.    Work with the senior leaders within Digital CIO to aggregate the roadmaps/initiatives into a single view.  Evaluate individual ROI in order to prioritize and allocate resources to the most valued ones.

2. Operational Strategy planning capability that will tie the future roadmaps of the transformation efforts, critical projects and technical disciplines together and aligned to desired future business outcomes so that pressure testing and modeling can be conducted. This will assist in establishing trigger points that would guide if/when a deviation from the roadmap is required as a result of changes in the business environment and/or technical innovations.
This will feed into the PMO/Governance capability to ensure that projects are evaluated not only on the expected benefit to be derived on day 1, but also against possible future changes in the environment much later in their deployment. In addition, this will provide a framework for understanding when programs may need to be descoped or accelerated based on changing conditions.
A.    Create a framework for developing strategic plans for the Digital CIO that can be used to quickly pivot for a decision based on material changes to technology or the business environment.
B.    Work senior leaders within Digital CIO to integrate their roadmaps into this framework and to define mid- and long-term strategic goals based on desired outcomes from the business.
C.    Work with finance and senior leaders to pressure test the mid and long strategies against simulated changes in technology and the business climate in order to provide draft contingency plans as well as to feed the governance/PMO process.

3. Automation & Upskill capabilities that enable more seamless and rapid execution of repetitive tasks. This will allow for a more productive use of human capital on tasks that require a higher order of cognitive activity. In addition, this drive the transformation to a paperless culture by ensuring that any outputs/inputs from/to these automations are either integrated without the need for "paper" delivery to the next step in the process, and/or are in a digital format that is readily and easily consumed/inputted if required by humans without the need to print in order to do so.
A.    Establish a Product Team for automation.
B.    Identify stakeholders and evaluate "quick win" automations to reduce repetitive labor actions and execute them.
C.    Define requirements to move towards a paperless environment
D.    Create a backlog and start development and release of capabilities that will support the shift to a paperless culture.

4. CIO Business Operations Management

  • This role will formalize a set of guiding principles and technology services roadmap.

  • Oversee and plan operations including the development of policies and procedures

  • Promote and align management's shared vision for the future of the organization.

  • Provides decision support across the CIO technology portfolio, optimizing investments and ensuring spend is aligned with CIO as well as enterprise objectives.

  • Design and implement operational strategies including resource strategies, policies, procedures, and organizational structure that will drive operational excellence. 

  • Set comprehensive goals for organizational performance. 

  • Align and lead the IT leadership team and centers of excellence activities to realize those goals.

  • Lead centers of excellence that drive best practices, execution innovation and expand opportunities to leverage new resource strategies. 

  • Oversee organizational performance, measure, and report progress regularly, and lead actions to adjust strategies and activities when required.

  • Align future business vision with long term technology plans identifying opportunities for synergy and leverage.   

  • Ensure critical strategic business priorities are delivered with quality and a sense of urgency. 

  • Accountable for the daily operations of the IT organization including vendor relationships and contracts, resource utilization, growth plans, and financial oversight. This includes developing annual plans in concert with the CIO, overseeing portfolio and priority solution development and performance. 

  • Evaluate ongoing activities across the organization for opportunities to create leverage and efficiencies.

  • Provide regular, actionable reporting on operational performance.

  • Asses daily departmental operations and identify areas of opportunity for improvement

  • Continually investigates and introduces process improvement measures and presents suggestions to senior leadership buy-in.

  • Manage and monitor corporate projects portfolio exécution

  • Project Budget Management

  • Build, develop and manage operations leadership team capable of carrying out needed operations strategies and improving employee experience.

  • Lead key strategic projects in order to improve organizational operational performance

  • Employee training and development for upskilling and professional development.


  • Bachelor's degree in information technology, engineering, or a related technical field.

  • An MBA or related advanced degree is a plus.

  • A minimum of 15 years of leadership experience with an emphasis on digital and information technology  with large scale global system implementations, infrastructure and operations services.

  • Preferably 10+ years of experience in Reengineering Process Transformation and Project Management.

  • Project Management Professional certification strongly desired


  • Experience managing the operations of a business or large group

  • Understands how to work in a matrixed cross functional organization

  • Broad functional experience in areas of strategic planning

  • Proficiency in performing and reporting risk and business impact

  • Possess an understanding of agile framework and software development practices

  • Transformation experience and familiarity with Opex and Capex areas of information technology

  • Strong problem-solving skills and the ability collect data, establish facts, and draw valid conclusions

  • Demonstrated knowledge of current and emerging technologies and the ability to develop business solution

  • Solid understanding of technology including infrastructure, vendor and custom solutions implementation and support

  • Exceptional ability to lead change using positive and collaborative methods; removes barriers, acts with a sense of urgency, and leads by example

  • Excellent written and verbal communication skills; able to explain technology solutions in business terms; an effective listener and communicator.

  • A track record of working collaboratively and productively with business partners and IT executives.


  • Strong leadership skills with experience managing teams to deliver complex business solutions

  • Leads a multi-disciplined team through complex problems delivering quality outcomes, setting expectations, and delivering with excellence

  • Instills strong business focus and a sense of urgency to deliver in alignment with business needs

  • Provide thought leadership through innovative ideas, business and technology trends, competitive analysis, and internal collaboration

  • Stays informed of current industry best practices; working with cross-functional teams to apply best practices where appropriate

  • Ability to build strong relationships across lines of business, functional areas, and external vendors

  • Strong leader: takes ownership, leads by example, creates, and motivates high-performing teams

  • Strong conceptual, analytic, and expert problem-solving skills

  • Strong mentoring and training skills

  • Excellent communication, collaboration, and influence skills

As a healthcare company and a vaccine manufacturer, Sanofi has an important responsibility to protect individual and public health. All US based roles require individuals to be fully vaccinated against COVID-19 as part of your job responsibilities.

Fully vaccinated, according to the CDC, an individual is considered to be “fully vaccinated” fourteen (14) days after receiving (a) the second dose of the Moderna or Pfizer vaccine, or (b) the single dose of the J&J vaccine. Fully vaccinated, for new Sanofi employees, is to be fully vaccinated 14 DAYS PRIOR TO START DATE.  

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.


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.

Please note you are leaving the corporate site of Sanofi and are being redirected to our applicant tracking system, Workday, which allows you to apply to our open positions.


Here's who you know at Sanofi!

Reach out to find out more about our company, this opportunity and request a referral.

Please note you are leaving the corporate site of Sanofi and are being redirected to our applicant tracking system, Workday, which allows you to apply to our open positions.