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IT Service Manager

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Sanofi

12d ago

  • Job
    Full-time
    Senior Level
  • IT & Cybersecurity
    Business, Operations & Strategy
  • Barcelona

Requirements

  • Demonstrate expertise in ITIL v4 Frameworks such as Support Model, Service Management, CMDB and/or APM.
  • Have advanced knowledge of ServiceNow Platform understanding ServiceNow's capabilities, usage and ways of working
  • Have a good understanding of infrastructure and application technologies
  • Be familiar or have an interest in Cloud Platforms such as AWS, Google Cloud or Azure
  • Be familiar with DevOps and Site Reliability Engineering concepts knowledge & multi-year experience of Operations services (e.g. IMS, AMS, Service Desk, ITIL stack, …)
  • Demonstrate willingness to learn new technologies and skills with a continuous improvement mindset
  • Work within an agile environment
  • Be fluent in English

Responsibilities

  • Ensuring full continuity of the support processes end to end.
  • Managing escalations for critical incidents involving critical apps, for example “P1”, ensuring coordination, facilitation, and stakeholders communication.
  • Applying end-to-end problem-solving methodologies and ensure root causes are properly removed.
  • Educating and training internal teams on problem-solving methodologies and develop a culture of continuous improvement mindset.
  • Ensuring data entry and reliability in CMDB and APM (currently in ServiceNow) and report on it to Digital owners.
  • Reporting monthly on Operations effectiveness through approved KPIs, focusing on Digital and Manufacturing & Supply teams.
  • Establishing partnerships with Managed Services provider teams, Service Desk, On-site support, and Infrastructure Managed Services.

Science & Healthcare
Industry
10,001+
Employees
2004
Founded Year

Mission & Purpose

We are Sanofi, an innovative global healthcare company. We chase the miracles of science to improve people’s lives. Our team, across some 100 countries, is dedicated to transforming the practice of medicine by working to turn the impossible into the possible. We provide potentially life-changing treatment options and life-saving vaccine protection to millions of people globally, while putting sustainability and social responsibility at the center of our ambitions.