Service Management Specialist

Job description

·  Location: Budapest – Sanofi Business Services, Váci Greens
·  Flexible working: 60% home office / week
·  Job type: Permanent, Full time

About the job

As a Service Management Specialist, you will be responsible for overseeing the end-to-end service delivery process, ensuring that our clients receive top-notch service and support. You will collaborate with cross-functional teams to implement and improve service management strategies, optimize processes, and proactively address any issues that may arise.

Main responsibilities

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Manage the full service lifecycle, from service design and transition to ongoing service operation and improvement

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Collaborate with internal teams to define and document service level agreements (SLAs), ensuring they are aligned with customer expectations

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Monitor service performance against SLAs, promptly addressing any deviations and ensuring timely corrective actions

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Lead incident and problem management activities, coordinating efforts to resolve issues promptly and effectively

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Identify root causes of incidents and work collaboratively to implement preventative measures to avoid future occurrences

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Participate in change management processes, assessing the impact of proposed changes on services and coordinating their implementation

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Ensure proper communication and documentation of changes to stakeholders

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Continuously evaluate service delivery processes and identify opportunities for improvement

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Implement best practices and process enhancements to optimize service quality and efficiency

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Establish and maintain strong relationships with clients, acting as a point of contact for service-related inquiries, concerns, and escalations

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Regularly communicate service status, updates, and improvements to clients

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Maintain accurate and up-to-date documentation related to service processes, SLAs, incidents, and improvements

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Generate reports on service performance, identifying trends and areas for further enhancement

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Collaborate with cross-functional teams, including technical teams, sales, and customer support, to ensure seamless service delivery

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Communicate effectively with both technical and non-technical stakeholders

About you

·  Bachelor's degree in Business, Information Technology, or related field (or equivalent work experience)
·  Proven experience in service management, ITIL certification is a plus
·  Strong understanding of service management frameworks, processes, and best practices
·  Hands-on experience with cloud platforms, particularly AWS, for data storage, processing, and computing (DataSync, Lambda, Batch, etc.)
·  Knowledge of Terraform and CI/CD tools (e.g. GitHub, GitHub actions)
·  Solid programming skills in languages such as Python, SQL, and familiarity with data manipulation libraries (e.g., pandas)
·  Experience working with various data formats and APIs (JSON, XML, RESTful APIs, etc.)
·  Excellent organizational skills and attention to detail
·  Effective problem-solving and decision-making abilities
·  Excellent communication and interpersonal skills

When joining our team, you will experience

·  An international work environment, in which you can develop your talent and realize ideas and innovations within a competent team
·  An attractive, market-oriented salary and cafeteria benefits
·  Flexible home office policy, with a possibility to work up to 60% of time from home / where you can easily schedule your office days
·  Work from an "Office of the Year 2020" finalist office
·  Collective life and accident insurance
·  Yearly medical check-up
·  An individual and well-structured introduction and training of new employees and we will dedicate a Buddy for you to better navigate in your first weeks
·  Your own career path within Sanofi. Your professional and personal development will be supported purposefully
·  Join a great community & special events (Monthly Board Game Nights, Summer Events, Well-Being Lectures & Sport Clubs)

Pursue Progress . Dis cover Extraordinary .

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com !

Discover our Code of Conduct , that serves as the moral compass that guides us when chasing the miracles of science to improve people’s lives. Please ensure to have read this document before applying.

#Sanofi #WeNeverSettle #SanofiCareers #PursueProgress #DiscoverExtraordinary #joinsanofi #careerswithpurpose

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.