Service Owner RPA

About the job :

Position :  Robotic Process Automation Service Owner

Department :  Business Operations

Reports to :  Digital Delivery and Operations – Transversal Programs - Automation CoE Manager

What you will be doing :

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 Responsibilities :

Service Design and Improvement

Lead and own the RPA services (run and evolution)

Design and implement continuous improvements in order to optimize processes and services under his / her responsibility

Develop and monitor relevant KPIs to assess service quality

Cost Management

Oversee all financial aspects of the RPA service (run budget management)

Optimize resource allocation for maximum efficiency

Quality Assurance

Drive improvements in service quality and user satisfaction

Conduct regular service performance reviews

Compliance and Contract Management

Ensure adherence to Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and other contracts

Manage license contract approvals, purchase orders, and good receipts

Regularly review incident backlogs, prioritizing based on urgency, volume, and age

Develop and monitor remediation plans for quality issues

Oversee change management processes and templates

Business Representation and Stakeholder Management

Act as the primary owner and representative of the RPA service to the business

Ensure accuracy, quality, and SLA compliance in daily operations

Implement and monitor KPIs for tracking incidents and request queues

Liaise with support group leaders to ensure provider commitments are met

Manage relationship with digital stakeholders (digital tech, risk and quality, architecture, …) in the frame of the RPA service.

Experience / Knowledge

5+ years of experience in IT Service Management or RPA support roles

Proven experience leading support teams and managing service delivery (transversal or hierarchical management)

Strong knowledge of RPA technologies, preferably Automation Anywhere

Familiarity with data visualization tools (Power BI, Service Now query preferred)

Experience with ServiceNow

Experience in the pharmaceutical or healthcare industry

Knowledge of process improvement methodologies (e.g., Six Sigma, Lean)

• Professional English proficiency (both written and verbal)

Global exposure

Skills

Excellent communication (written and spoken),

Problem-solving,

Cross-functional coordination skills

Analytical

Reporting

Crisis management

Qualification

Bachelor or Master degree in Computer Science, Information Technology, Business Administration, or related field

ITIL Certification -preferred-

RPA certifications (e.g., Automation Anywhere Certified Master RPA Professional) – preferred

AWS Fundamentals – preferred

Why choose us?

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