**Job title:** IT Service Manager · Location: Barcelona, Spain. · Hybrid 50% remote **About Us** At Sanofi Consumer Healthcare, we’re committed to providing the Next-Gen Healthcare that patients and customers need. Next-Gen Healthcare is about harnessing data insights and leveraging AI responsibly to search deeper and solve sooner than ever before. As a **IT SERVICE MANAGER,** you will working in our Manufacturing and Supply Team (M&S) and will be the main point of contact between the M&S digital organization and the provider(s). You will be following processes such as: **Incident Management** (Service Desk, L1, L2, L3), **Problem Management** , **Change Management** , **Configuration Management** (CMDB), **Application Portfolio Management** (APM), **Service Level Management** and **Knowledge Management** . **Our Team** Our team is engaged in designing, delivering and supporting Digital Tech Services for all CHC worldwide. We deliver our solutions in a highly competitive market answering FMCH needs and sometimes supporting regulated environments (GxP, SoX and other regional or local regulations). Our team operates in an international context, serving all markets in most of the countries around the world. At Sanofi Consumer Healthcare, we build trusted and loved brands that connect with hundreds of millions of consumers worldwide. Our mission is to enable better self-care for individuals and communities, while also contributing to a healthier planet. We strive to act as a force for good by integrating sustainability along our business and employees’ mission and operate responsibly from both a social and environmental point of view. To achieve this, we need people who can shape the future of our business and help us on our journey to becoming the best fast-moving consumer healthcare company in and for the world. **Main 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 **About you** **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** **Areas of Learn New Skills and Knowledge:** + **As part of this position, you'll have an opportunity to gain knowledge:** + **In Manufacturing systems such as MES and Supply Systems Kinaxix** + **Lean Methodologies such as Six Sigma, A3, 8D, and 5W2H** **_Why 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. \#LIHYBRID **Pursue** **_progress_** **, discover** **_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, ability or gender identity. Watch our ALL IN video (https://www.youtube.com/watch?v=SkpDBZ-CJKw&t=67s) and check out our Diversity Equity and Inclusion actions at sanofi.com (https://www.sanofi.com/en/our-responsibility/equality-and-inclusiveness) ! Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions. With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe. Discover more about us visiting www.sanofi.com or via our movie We are Sanofi (https://youtu.be/96EwNjb1TLo) As an organization, we change the practice of medicine; reinvent the way we work; and enable people to be their best versions in career and life. We are constantly moving and growing, making sure our people grow with us. Our working environment helps us build a dynamic and inclusive workplace operating on trust and respect and allows employees to live the life they want to live. All in for Diversity, Equity and Inclusion at Sanofi - YouTube (http://www.youtube.com/watch?v=SkpDBZ-CJKw&t=2s)