Digital Service Owner iCare

Sanofi • Cambridge, MA

2d

About The Position

As Digital Service Owner iCare within our Digital team, you will play a vital part in the performance of our entire business while helping to make an impact on millions of patients around the world. Ready to push the limits of what's possible? Join Sanofi Digital! The iCare Program is a strategic initiative within the Digital Patient Experience Team, aimed at transforming Patient Support Services (PSS) through the development of a common digital ecosystem across Sanofi brands. The Strategy and Operations team is seeking a Service Manager to assist in the successful delivery and support of our patient service product suite. This position will oversee aspects of service delivery, driving operational excellence by leveraging a consistent service model and framework, transparent measurement, and communication to key stakeholders. Additionally, the role will promote continuous improvement cycles for our operational services in collaboration with Product Owners, third parties, and business stakeholders. Join the digital engine driving Sanofi’s transformation - where AI, automation, and bold experimentation power faster science and smarter decisions. Here, you’ll help build the first biopharma company powered by AI at scale.
About Sanofi: We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives.

Requirements

• Associate’s degree is required and Bachelors degree is a plus.
• 3+ years of experience in Digital Business unit in a similar role
• Digital Service Tool experience – ServiceNow, Jira, Confluence
• Proficiency with Microsoft tools – Excel, PowerPoint
• Experience in healthcare or Pharma industry or related is a must

Responsibilities

• Accountable for day-to-day service delivery for the related service components (i.e application, solution, platform, processes) including on/off boarding of Third parties, financial processing, License management, Application Service setup.
• Ensure the set up and monitoring of the operational activity in accordance with SOPs and agreements with service providers, recipients and governance representatives at the agreed level, including SLA/SOP design/development, tracking and continuous improvement
• Coordinate contributor’s activities involved in Service Delivery
• Ensure the right configuration and settings of ITSM tools
• Responsible for security and regulatory compliance
• Ensure integration and implementation of Service evolutions and enhancements
• Monitor the service recipient’s satisfaction
• Act as primary point of contact to service recipients for escalation purpose
• Advise service recipients on best practices to maximize the benefit of the existing service

Benefits

• Bring the miracles of science to life alongside a supportive, futurefocused team.
• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.
• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.
• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.
• Join the digital force behind Sanofi’s AI-powered pipeline, where Expert, Generative, and Snackable AI accelerate the discovery, development and delivery of breakthrough treatments to patients.
• Help reduce time from discovery to commercialization, delivering life-changing medicines to patients faster than ever.
• Join a workplace where diversity, equity, and inclusion are at the core, with Employee Resource Groups and leadership programs that celebrate every voice.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree