Global Product Owner and Delivery Lead for Printing Services

Job description

Job Title: Global Product Owner and Delivery Lead for Printing Services Location; Hyderabad, India Job type: Full time About Sanofi At Sanofi, we're chasing the miracles of science to improve people's lives. We're an AI-driven biopharma company, leveraging cutting-edge technology and data to dramatically reduce the time from molecule discovery to delivering life-changing medicines to patients. Our ambition is bold: harness artificial intelligence, advanced analytics, and modern data platforms to revolutionize how we discover, develop, manufacture, and deliver healthcare solutions globally. Our Team: Global Services & Experience – Devices Management The Digital Workplace Services team is at the heart of Sanofi's employee experience and productivity. We design, deliver, and operate the foundational technology services that enable seamless work experiences for over 100,000 employees across 70+ countries. Our mission is to unlock value through intelligent service delivery, user-centric design, and world-class platform management. We're responsible for core services and products that sustain employee productivity and day-to-day operations, covering Office (Multi-Functional Printers) ans M&S Printing Services (such as Zebra Printers, Label Printers, and Thermal Printers), print platform management, managed service vendor governance, and the technology roadmap that powers secure and efficient printing across Sanofi's global footprint. We don't just manage printers—we architect the future of how Sanofi employees print, scan, and share documents, ensuring every device, platform, and service interaction is optimized for performance, security, cost-efficiency, and sustainability. Role Overview As Global Delivery Manager for Printing Services, you will be a strategic leader and hands-on operational manager responsible for evolving Sanofi's global Office Printing Services into a secure, cost-optimized, and future-ready foundation. This is not a traditional printer support role—this is a strategic operational leadership position that bridges vendor governance, product ownership, financial management, platform oversight, and cross-functional stakeholder engagement. You will own the end-to-end delivery of Office Printing Services globally, drive vendor performance excellence, and champion the transformation from reactive device support to intelligent, data-driven print operations. You'll work at the intersection of managed services, device lifecycle management, print platform management, and modern security frameworks, building partnerships with the global managed service provider and internal stakeholders to deliver world-class printing experiences across all Sanofi sites. This role demands a proactive problem-solver who can negotiate, architect, analyze, and lead—someone equally comfortable managing multi-million-dollar budgets, defining technology roadmaps, optimizing print costs, and collaborating with Security and Compliance teams to implement secure print practices. You will drive operational excellence while challenging the status quo and identifying opportunities for automation, cost reduction, and service innovation. Main Responsibilities Managed Service Vendor Governance & Contract Management Lead the global managed services contract for Office and M&S Printing Services, ensuring the vendor delivers against agreed SLAs, KPIs, and contractual commitments across all Sanofi locations Define, monitor, and enforce service level agreements (SLAs) and key performance indicators (KPIs) for the managed service provider, conducting monthly/quarterly business reviews and driving corrective actions for under performance Act as the primary escalation point for vendor performance issues, service disruptions, and contract disputes, coordinating resolution with internal stakeholders and vendor leadership Collaborate with Procurement, Legal, and Finance teams on contract renewals, amendments, pricing negotiations, and vendor performance assessments Ensure the managed service provider adheres to Sanofi's security, compliance, data protection, and operational standards for all printing services Manage vendor relationship at a strategic level, fostering partnership and continuous improvement while maintaining accountability for service delivery Budget Management & Financial Governance Own and manage the global budget for Office and M&S Printing Services, including hardware, software, managed services fees, consumables, and maintenance costs Develop annual budget forecasts in collaboration with Finance, tracking actuals vs. budget monthly and providing variance analysis and corrective action plans Optimize cost efficiency through vendor negotiations, consumption analysis, and identification of cost-saving opportunities (e.g., print policy optimization, device rationalization, etc.) Approve purchase orders, invoices, and financial commitments related to printing services within delegated authority Provide regular financial reporting to Digital leadership and Finance stakeholders, including cost per page, total cost of ownership (TCO), and ROI metrics Service Quality & Operational Delivery Ensure consistent, high-quality delivery of Office (Multi-Functional Printers) and M&S Printing Services (such as Zebra Printers, Label Printers, and Thermal Printers) across all Sanofi sites globally, meeting or exceeding service quality targets Monitor service performance metrics including device uptime, incident resolution time, user satisfaction (CSAT), and service request fulfillment rates Drive continuous improvement initiatives to enhance service reliability, user experience, and operational efficiency Oversee incident and problem management processes for printing services, ensuring timely resolution and root cause analysis for recurring issues Coordinate with regional Digital teams and site stakeholders to address location-specific service needs and escalations Conduct regular service quality audits and site visits (virtual or physical) to validate vendor performance and identify improvement opportunities Product Ownership & Technology Roadmap Serve as the Product Owner for Office and M&S Printing Services, defining the strategic vision, product roadmap, and technology evolution aligned with Sanofi's Digital strategy Gather and prioritize requirements from business stakeholders, Digital teams, and end users to inform product development and service enhancements Define and maintain the technology roadmap for printing services, including hardware refresh cycles, software upgrades, security enhancements, and new capability introductions (e.g., mobile printing, secure print release, cloud printing) Evaluate emerging printing technologies and industry trends, making recommendations for adoption or pilot programs to enhance service value Collaborate with Enterprise Architecture, Security, and Infrastructure teams to ensure printing solutions align with Sanofi's technical standards and security policies Manage the product backlog, prioritizing initiatives based on business value, risk, cost, and strategic alignment Platform Management (Outsourced) Oversee the managed service provider's delivery of platform management services, including print server infrastructure, print management software, and monitoring tools Define platform performance requirements, availability targets, and technical standards for the outsourced printing platform Ensure the vendor maintains platform security, applies patches and updates, and adheres to Sanofi's change management and incident management processes Coordinate with the vendor on platform upgrades, migrations, and technology refresh projects, ensuring minimal disruption to end users Monitor platform health, capacity, and performance metrics, escalating issues and driving resolution with the vendor Validate disaster recovery and business continuity plans for the printing platf