Job title: Robotic Process Automation (RPA) Service OwnerLocation: HyderabadAbout the job:The RPA Service Owner is responsible and accountable for the comprehensive management of the RPA service, encompassing its design, cost-effectiveness, quality assurance, and user satisfaction. This role serves as the primary liaison with outsourced support management groups, ensuring Sanofi's priorities are addressed and internal policies are implemented through regular audits and quality checks. The RPA Service Owner is the key point of contact for business escalations.Main ResponsibilitiesService Design and ImprovementLead and own the RPA services (run and evolution)Design and implement continuous improvements in order to optimize processes and services under his/her responsibilityDevelop and monitor relevant KPIs to assess service qualityCost ManagementOversee all financial aspects of the RPA service (run budget management)Optimize resource allocation for maximum efficiencyQuality AssuranceDrive improvements in service quality and user satisfactionConduct regular service performance reviewsCompliance and Contract ManagementEnsure adherence to Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and other contractsManage license contract approvals, purchase orders, and good receiptsRegularly review incident backlogs, prioritizing based on urgency, volume, and ageDevelop and monitor remediation plans for quality issuesOversee change management processes and templatesBusiness Representation and Stakeholder ManagementAct as the primary owner and representative of the RPA service to the businessEnsure accuracy, quality, and SLA compliance in daily operationsImplement and monitor KPIs for tracking incidents and request queuesLiaise with support group leaders to ensure provider commitments are metManage relationship with digital stakeholders (digital tech, risk and quality, architecture, …) in the frame of the RPA service.Experience / Knowledge5+ years of experience in IT Service Management or RPA support rolesProven experience leading support teams and managing service delivery (transversal or hierarchical management)Strong knowledge of RPA technologies, preferably Automation AnywhereFamiliarity with data visualization tools (Power BI, Service Now query preferred)Experience with ServiceNowExperience in the pharmaceutical or healthcare industryKnowledge of process improvement methodologies (e.g., Six Sigma, Lean)Professional English proficiency (both written and verbal)Global exposureSkillsExcellent communication (written and spoken),Problem-solving,Cross-functional coordination skillsAnalyticalReportingCrisis managementQualificationBachelor or Master's degree in Computer Science, Information Technology, Business Administration, or related fieldITIL Certification -preferredRPA certifications (e.g., Automation Anywhere Certified Master RPA Professional) – preferredAWS Fundamentals – preferredWhy choose us?Bring the miracles of science to life alongside a supportive, future-focused 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.Opportunity to work in an international environment, collaborating with diverse business teams and vendors, working in a dynamic team, and fully empowered to propose and implement innovative ideas.Pursue Progress. Discover Extraordinary.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. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together.At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.Watch our and check out our Diversity Equity and Inclusion actions at !Pursue progress, discover extraordinaryBetter 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, ability or gender identity.Watch our and check out our Diversity Equity and Inclusion actions at !
