IT Service Manager

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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 leverages data insights and AI responsibly to innovate and solve problems faster. As an IT SERVICE MANAGER , you will work in our Manufacturing and Supply Team (M&S) and act as the main point of contact between the M&S digital organization and service providers. Your responsibilities will include managing processes such as :

Incident Management (Service Desk, L1, L2, L3)

Problem Management

Change Management

Configuration Management (CMDB)

Application Portfolio Management (APM)

Service Level Management

Knowledge Management

Our Team Our team designs, delivers, and supports Digital Tech Services globally, operating in regulated environments (GxP, SoX, etc.) and serving international markets. We aim to build trusted brands that connect with millions worldwide, promoting self-care and sustainability, and acting responsibly socially and environmentally.

Main Responsibilities Ensure full continuity of support processes end to end.

Manage escalations for critical incidents involving key applications, coordinating stakeholders and communication.

Educate and train internal teams in problem-solving and continuous improvement.

Maintain data entry and reliability in CMDB and APM (using ServiceNow) and report on it.

Report monthly on operational effectiveness using KPIs.

Establish partnerships with Managed Services provider teams, Service Desk, and Infrastructure Managed Services.

About You Expertise in ITIL v4 frameworks such as Support Model, Service Management, CMDB, and APM.

Advanced knowledge of ServiceNow platform capabilities and usage.

Interest or familiarity with Cloud Platforms like AWS, Google Cloud, or Azure.

Knowledge of DevOps and Site Reliability Engineering concepts.

Experience in Operations services (IMS, AMS, Service Desk, ITIL stack).

Willingness to learn new technologies with a continuous improvement mindset.

Ability to work within an agile environment.

Fluent in English.

Opportunities for Growth Gain knowledge in Manufacturing systems like MES and Supply Systems Kinaxix, and learn Lean methodologies such as Six Sigma, A3, 8D, and 5W2H.

Why Join Us? Contribute to life-changing science alongside a supportive team.

Opportunities for career growth locally and internationally.

Comprehensive rewards and benefits, including healthcare, wellness programs, and parental leave.

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