Lead Service Designer

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)