Service Manager
3 日前

Position / ポジション名

Service Manager - Japan

Job overview / 概要

Purpose of Role

  • To manage the performance of services to clients (internal) and ensure service levels are achieved
  • To manage IT Suppliers and IT Contractors
  • Manage and contribute to the delivery of all IT Components of services in order to meet business objectives
  • To identify, implement strategy and perform process improvements for applications and technologies
  • Identify KPI’s and key services and create mechanism to monitor and report to stakeholders
  • To redefine service as a strategy within the solution line in accordance with ITIL v3 practice within the organization
  • Secondary role which plays as a Project Manager when required
  • Role & Responsibilities


  • Delivery ManagementManagement of IT Service Delivery Team including responsibility for application support, career development and staff appraisalsDefinition of service level agreements (SLA’s) in relation to contracted services, ensuring SLA’s are achieved;
  • service quality and client expectations are met and exceeded.Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed in accordance to Sanofi’s standards.

    Build and maintain client (internal) relationshipsLead client service review meetings covering performance, service improvements, quality and processesImplement and facilitate workshop and training initiatives with reference to the services deliveredTo provide reports to an agreed schedule / or request including capacity management and service desk performance reports

  • People ManagementResponsible for Service delivery team shaping, building, development, management and motivation.Matrix management with responsibility for permanent staff and contractual staff within the Commercial Global Solution Centre as well as across Solution Centers and other ITS counterparts.
  • Role model for Service Delivery team with a mindset for Operational excellence and a Change Agent.

  • Quality ManagementResponsible for managing the quality of deliverables for services with reference to ITIL v3 quality standards.
  • Responsible for all KPI’s defined are met or exceededEnsure the services delivered create value to the organization and serve its purpose.

    Carry out relevant reviews when necessaryManage user expectationsCompliance with Security policies / standards laid out

  • CommunicationResponsible for reporting and presenting the service status to stakeholdersPlanning, executing and communicating to all stakeholders so that all parties are aligned on planned activities in a reasonable timeframeAct for change on areas to improve communication between other counterparts leveraging on expertise, experience without reinventing the wheel.
  • Provides clear and timely communications to all parties involvedProvides clear, specific and understandable instructions to vendorsEnsures that issues are escalated timely and all relevant parties are informed

  • Project ManagementPlanningDefine the scope of the project providing high level and detailed level planning including create a detailed work plan which identifies and sequences the activities needed to successfully complete the projectDetermine the resources (time, budget, materials, etc) required to complete the projectDevelop schedule for project completion that effectively allocates the resources to the activitiesReview the project schedule with senior management and all other staff that will be affected by the project activities;
  • revise the schedule as requiredDetermine the objectives and measures upon which the project will be evaluated at its completionOptimize activities where necessary

  • Scope controlDocument clearly the scope of the projectProvide alternative or manage customer expectations
  • QualityEnsure that deliverables are measurable and its quality are metProvide the necessary support for the delivery and transition of project into Support mode.
  • Vendor ManagementEvaluate approach / methodology in compliance with Sanofi’s policy and standardsEnsure efforts required for implementation are realisticEnsure with vendor that Sanofi’s objectives are met
  • Budget ControlEnsure that activities are within budgetPut in place controls and put project budget back on track when necessaryRegularly review the resources forecast to ensure that the project budget is on track
  • Creating Business ValuesIntroduce and optimize innovation that provides maximum benefit for Sanofi while adhering to project objectives, budget and timeline.
  • Reporting & Risk ManagementTimely reporting in an organized and systematic mannerHighlight key areas of concerns and risks involvedDrive to lower risk proactively
  • Requirements & Qualifications / 応募要件 資格

  • Project Management Methodology
  • Interpersonal
  • Risk assessment & management
  • Summary & Presentation
  • Excellent Time Management
  • Strong Communication skills able to communicate effectively on technical and business issues
  • Strong people management and leadership skills
  • Innovative thinker able to turn customer’s challenges into workable solutions
  • Flexible but methodical and thorough approach with an inclination to process orientated
  • Organizing and running meetings
  • Contracts & Negotiations
  • Exposure or knowledge ITSM
  • Relevant IT qualifications
  • Japanese and English skills
  • Locations / 勤務地


    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.

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