iShift Service Lead
JOB SUMMARY The Service Lead is responsible for management and overseeing the AMS partner across all iSHIFT roll outs. He or she will be the primary resource responsible for a combination of the AMS partner contract, performance relationship and risk management.
He or she must understand contractual, commercial and operational working relationships with AMS partner to ensure effective delivery of committed goods and services.
This role is a leadership position, reporting directly to the iShift Product Manager. The Service Leader is accountable to support the iShift Product Manager in his duty to achieve best-in-class internal service levels for giving the proper support to the different iSHIFT ERP Core Model user country communities.
MAIN DUTIES AND RESPONSIBILITIES Sanofi is engaging into a review program for harmonization of its current processes : Finance and Controlling, SBS, Trade, Customer Service, Supply Chain.
The SHIFT project is the IT implementation of these Business Core Models into a Global ERP considering also the corresponding interfaces with the Back-Office and satellite tools.
This review and transformation program aims at : Enabling Global Business Units (GBU) & Global Functions with Analytics & common processesCommon analytics by GBU and for Global functions to drive their business, analyse their performance and optimize their resourcesStandard Group wide best in class processes aimed at fostering a One Sanofi ways of managing our business and functionsEmbed new ways of analysing markets and business strategies & tacticsImplementation of benchmarked ways of working from Group affiliates, peers in the industry, and other industries (such as FMCG)Support new approaches defined for Sanofi growth relays by ensuring that SHIFT enables a high degree of automation, control and analytics on these innovative approachesFacilitate the implementation of a One Sanofi Management for each of the Workstreams in scope through adapted and harmonized processesSimplifying processes and Sanofi users' experienceState-of-the-art global systems ensuring an end-to-end process integration while providing a simplified user's experienceMajor changes to reporting or processes handled centrally at onceOne source of truth on master data and a common automated internal control frameworkImproved integration or divestment capabilities through a standardized methodologyTHE SERVICE LEAD Leadership and managerial duties : Vendor management capability in alignment with the strategic and operational objectives of the technology organization and the businessDevelop in cooperation with iShift Product Manager the organizational design and functional roles and responsibilities for the vendor managementCreate and maintain training and performance evaluation materials for resources assigned to the Vendor AgreementFoster a culture of success through performance targets, one on ones, a clear engagement strategy and regular performance reviews, ensuring that you have the right person in the right role based on his or her skills and competenciesProvide training and resources for internal or external staff members who are charged with executing vendor management activitiesProvide assistance to procurement teams (or other roles primarily charged with contract negotiation) to optimize the cost-effectiveness of negotiations and ensure compliance of negotiated agreements to established vendor management policies and practices (such as articulation of service levels and deliverables, etc.)Operational duties : Establish and / or approve internal and external policies, standards and processes for vendor interactionEnsures Methodology and deployment expertise for incidents and enhancements, tracking and monitoring all related required deliverables status & qualityResponsible to control that the AMS partner complies to Sanofi policies and standards and industry regulations applicable for information systems, personnel and securityManage the maintenance / enhancement of tools for use in the AMS partner management, including vendor tracking, analytics and performance management tools (scorecards and dashboards)Serve as the leadership-level point of contact between the vendor organization and internal customers consuming vendor services and solutionsManage the collection, consolidation and communication of reporting and data on vendor contracts, performance, risk and relationships to key stakeholders and AMS partnerContract management : Oversee the maintenance of agreements with AMS partner, and ensure that they are current / up to date and compliant with relevant laws and regulationsMaintain an inventory of vendor spend in collaboration with finance and procurement by category (software, hardware, telecom, staff augmentation, services), cost center and regionRelationship management : Manage vendor relationships as the key point of contact between AMS partner and the businessServe as a point of escalation for vendor issues and disputes, and drive those issues to resolutionManage the communication process with AMS partner, including what information should be communicated, when and by whom, to ensure that appropriate leverage is preservedPerformance management : Oversee the measurement and reporting of vendor performance, including the development of evaluation tools based on constituent requirements, and the creation of scorecards and dashboards that will accurately present this dataEnsure that the metrics used to evaluate performance are properly tied to business outcomes and bias-free, and that the associated communications around these metrics are clearRisk management : Maintain vendor risk assessments or risk registers in cooperation with risk, privacy, business continuity and security teamsPartner with procurement and finance to track and report on vendor financial viability, business continuity, and corporate and regulatory complianceREQUIREMENTS
EDUCATIONAL BACKGROUND Higher education (master's degree) with an orientation in business related fields
PROFESSIONAL EXPERIENCE 9+ years professional experience in Application Management Services or in Program / Project Management of SAP ERP or any other SAP SoftwareExperience of implementing large transformation program via ITGood Knowledge of the IT Service Management processesProficient in Application Management Methodologies and IT GovernanceHave a good track record in a Pharmaceutical / Consumer Products industry preferably in SanofiAnalytical and summarization skillsStrong communication and problem solving skills, ability to defend the Core Model positionProven experience in successfully leading a team in the management of vendors / third parties, including, but not limited to, policies, performance, vendor risk, relationships, contracts (including negotiations), and issue and dispute resolutionMAJOR SKILLS AND COMPETENCIES Executive presence and comfort interacting with both internal and AMS partner senior leadershipLeadership and ability to challenge, open minded and active listeningAbility to drive change and ensure alignment at every stage from main stakeholders and impacted partiesAbility to understand and synthesize business needs from multiple sources, and identify arbitration needsHave superior communication and interaction skills, including tact and diplomacyAbility to collect data and report blocking pointsStrong problem-solving ability with a focus on managing to business outcomes through collaboration with multiple internal and external partiesAbility to influence without authority and collaborate with internal clients and stakeholdersRelationship skills that will facilitate positive AMS partner behaviors, establish healthy new engagements and deepen existing onesThorough understanding of commercial terms (warranties, intellectual property, indemnification) in the AMS agreementMAIN INTERACTIONS
Main Interfaces / Relationships : Internal : HUB Managers and HUB team members, iSHIFT Core Program Manager, Local iSHIFT Digital Project Leads, Local iSHIFT Business Project Lead, Digital Quality and Compliance Expert, levels of support defined at country level for solving incidents and implementing enhancements after Stabilization period of each roll-outExternal : consulting firmsPursue . Discover.
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