Sanofi Group Service Delivery Specialist, Swiftwater, PA in Swiftwater, Pennsylvania

Key individual accountabilities

  • Oversee, monitor and improve the performance of the regional On-site Support Team as provided by our managed vendors and measured by SLA attainment

  • Review metrics and reports to properly evaluate support services being provided in region

  • Implement, deploy and operate global processes and tools

  • Ensure efficient management of onsite requests, incidents and problems generated from the ServiceDesk/Process tools, including escalations

  • Provide eyes and ears support for all Infrastructure Services in region

  • Perform root cause analysis of problems – Continual Service Improvement

  • Harmonize and marketing of end user services technologies across the region

  • Participate in meetings to understand our end user needs and concerns with infrastructure technology

  • Provide transparent and effective communication to the business functions

  • Define and maintain SOPs and quality standards

  • Review talent and skills development, develop people

Key Shared Accountabilities

  • Provide data to maintain/update knowledge base development and maintenance

  • Coordinate within all ITS departments shared support structures to efficiently support Business activities

  • Evaluate, monitor and improve the performance & competitiveness of ITS services (Service Improvement)

  • Contribute to the definition of Workplace Services development

Parameters for Success – Key Metrics

  • KPI’s for ITS performance follow-up (budget / resources actual vs. planned, time to deliver)

  • Service levels and TCO

  • Customer surveys including customer satisfaction

Parameters for Success – Organizational Parameters

  • Critical opinion on service level

  • Critical opinion on business requirements

Decision Rights – Owns

  • Oversight of managed service in region

  • Resourcing requirements for project support in region

Decision Rights – Influences

  • Sourcing Strategy

  • Definition of Workplace Services delivery processes provided by Infrastructure Services and other ITS entities

  • Company–wide IT standards and security policies

Decision Rights – Vetoes

  • Selection of technologies and suppliers not meeting Infrastructure Services standards

III – KNOWLEDGE, SKILL, FORMAL EDUCATION & EXPERIENCE REQUIREMENTS (Minimum requirements for assignment to this job)

Knowledge And Skills (Essential):

Technical knowledge of end user services technologies

International people management

ITIL foundations

Excellent communication skills

Local Language as necessary

Formal Education And Experience Required:

Bachelor degree in Computer Science, or related business discipline (or respectively longer work experience)

10+ years experience in IT

5 years’ experience in support of Service delivery / Infrastructure client technologies

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.

#GD-SA

#LI-SA

#GD-SP

#LI-SP

Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions.

With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe.

Sanofi, Empowering Life

Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions.

With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe.

Sanofi, Empowering Life