ITS Service & Case Management – Program Leader


    GSC Global Transversal Program manages complex programs, Services and Case Management across Sanofi Business Units and Global Functions. The ITS Service and Case Management Program Leader reports directly into the Head of Global Transversal Programs and will be accountable for ServiceNow Global Demand and fulfillment including the running of Operations and Testing factory from ServiceNow Centre of Excellence in Budapest, Hungary.


  • Be accountable for Global Demand from Specialty Care, Vaccines, General Medicine, CHC business units and from R&D, IA, HR, Finance, Legal, Digital and ITS functions
  • Establish and chair the Enterprise Platform Governance Committee
  • Lead and drive the relationship with key Business and ITS key stakeholders
  • Establish key metrics and dashboards and monitor and improve Operations and delivery from Budapest, Hungary
  • Manages Level 3 ServiceNow development activities to agreed SLAs
  • Manage Standard Service Requests (SSR) and Enhancements from Customers to agreed timescales
  • Ensure Standard Service Requests (SSR) and Service Catalogs are optimized
  • Evolve Demand Management Module of ServiceNow to meet customers changing needs
  • Develop strategies and manage significant increase in SSRs/ Enhancements (likely to be 15 fold compared to 2018) as ServiceNow is implemented in more than 165+ sites in the next 18 months
  • Manage ServiceNow testing factories including processes, procedures and tools
  • Work closely with the Service Line Leader to develop the roadmap according to company's priorities
  • Ensure overall performance and cost efficiencies meets targets established through continuous improvement
  • Ensure resourcing and competency needs are met for the delivery of services
  • Ensure security and regulatory compliance needs are met at all times
  • Managing ServiceNow demand and fulfillment operations in Hungary/ Poland
  • Manage up to 50 employees/ contractors
  • Manage any quality and compliance issues including any audit observations
  • Manage a budget in excess of 1m€


  • Minimum 7 years of experience in IT experience in Service Management
  • Master degree is preferable
  • More years of experience with project management and service management
  • Experience in end-to-end service delivery including all service offerings, and the value that the service delivers
  • Experience with Budget and Cost Management
  • Knowledge about various components impacting the service
  • Relationship Management skills – ability to positively influence key stakeholders to provide an arbitration function
  • Transversal collaboration mindset to engage all contributors to deliver the expected level of service
  • Advanced problem-solving skills and experience in escalation management of issues
  • User focus - Understanding of user’s priorities and business benefits
  • Ability to engage in meaningful interactions and relationships with users and manage competing priorities
  • Service mindset and strong customer-service orientation
  • Good communication skills in English, working attitude and interpersonal skills
  • Knowledge on compliance of computerized systems


  • Competitive salary and bonus
  • Discounted recreational opportunities
  • Collective life and accident insurance
  • Voluntary pension fund membership
  • Yearly medical check-up

Other information:

    Place of work: Budapest

    Sanofi is a global pharmaceutical leader providing healthcare solutions in more than 170 countries around the world with its over 100,000 employees.
    Our footprint in Hungary is significant: in terms of domestic sales Sanofi ranks 2nd in the pharma industry and 21st in terms of total sales. We are present in Hungary for more than 100 years and now our close to 2,000 employees work in the fields of development, production, commercial operations and distribution on our four sites (Csanyikvölgy, Nagytétény, Újpest, and Veresegyház).
    Thanks to our diverse activities in Hungary we not only offer innovative health solutions for treating diabetes, oncology and rare diseases, but also promote prevention and health preservation with our human vaccines. In the CHC segment we are market leaders in Hungary with our most popular brands of which products (such as the Algoflex product family, No-Spa, Normaflore, Pharmaton Vital, Magne B6 etc.) are widely well-known.

    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.


  • Business Supporting Centres
  • IT Support
  • IT Development
  • Project Management
  • IT Operation, Telecommunication
  • Project Management
  • Full time

Experience required:

  • 5-10 years professional experience
  • >10 years professional experience

Required language level:

  • English - intermediate / communication

Job location:


How to apply/ contact information:

To apply you have to push the „Jelentkezem” button, what you can find below.