Global Product Owner and Delivery Lead for Printing Services

Overview

Global Delivery Manager and Product Owner for Sanofi's Office and M&S Printing Services, responsible for managed-service vendor governance, budget, service quality, product roadmap, platform oversight, and compliance across all Sanofi sites.

What you'll do

• Lead the global managed services contract for Office and M&S Printing Services, ensuring the vendor delivers against agreed SLAs, KPIs and contractual commitments.
• Define, monitor and enforce SLAs and KPIs for the managed service provider, conducting monthly/quarterly business reviews and driving corrective actions for underperformance.
• Act as the primary escalation point for vendor performance issues, service disruptions and contract disputes.
• Collaborate with Procurement, Legal and Finance on contract renewals, amendments, pricing negotiations and vendor performance assessments.
• Own and manage the global budget for Office and M&S Printing Services, including hardware, software, managed services fees, consumables and maintenance.
• Develop annual budget forecasts with Finance, track actuals vs. budget monthly, and provide variance analysis and corrective action plans.
• Optimize cost efficiency through vendor negotiations, consumption analysis and cost-saving opportunities.
• Approve purchase orders, invoices and financial commitments within delegated authority.
• Report financial metrics to Digital leadership and Finance, including cost per page, total cost of ownership and ROI.
• Ensure consistent, high-quality delivery of Office (Multi-Functional Printers) and M&S Printing Services (such as Zebra, Label and Thermal Printers) across all Sanofi sites.
• Monitor service performance metrics including device uptime, incident resolution time, CSAT and service request fulfillment rates.
• Oversee incident and problem management, including root cause analysis for recurring issues.
• Conduct regular service quality audits and site visits (virtual or physical) to validate vendor performance.
• Serve as Product Owner for Office and M&S Printing Services, defining strategic vision, product roadmap and technology evolution.
• Gather and prioritize requirements from business stakeholders, Digital teams and end users.
• Define and maintain the technology roadmap, including hardware refresh cycles, software upgrades, security enhancements and new capabilities (e.g., mobile printing, secure print release, cloud printing).
• Evaluate emerging printing technologies and recommend adoption or pilot programs.
• Collaborate with Enterprise Architecture, Security and Infrastructure teams to align printing solutions with Sanofi's technical and security standards.
• Manage the product backlog, prioritizing initiatives by business value, risk, cost and strategic alignment.
• Oversee the managed service provider's 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 follows Sanofi's change and incident management processes.
• Coordinate vendor platform upgrades, migrations and technology refresh projects with minimal disruption to end users.
• Validate disaster recovery and business continuity plans for the printing platform.
• Build and maintain relationships with senior stakeholders across Digital, Finance, Procurement and business functions globally.
• Serve as primary point of contact and subject matter expert for Office and M&S Printing Services.
• Communicate service updates, planned maintenance, incidents and roadmap changes proactively through governance forums.
• Represent Printing Services in Digital governance meetings and cross-functional planning sessions.
• Act as the voice of the customer within the vendor relationship, holding the vendor accountable for delivery.
• Ensure printing services comply with Sanofi's information security policies, data protection regulations (GDPR, HIPAA, etc.) and industry standards.
• Collaborate with Security and Compliance teams to implement secure printing practices, including user authentication, print release and data encryption.
• Conduct regular risk assessments for printing services, covering data leakage, service availability and vendor dependency.
• Ensure vendor compliance with Sanofi's audit requirements, providing documentation and evidence for internal and external audits.
• Own and communicate the Office and M&S Printing Services scope boundary and manage scope creep risks.

What you'll need

• Bachelor's degree in Information Technology, Computer Science, Business Administration, Supply Chain Management or a related field.
• Minimum 8–10 years of experience in IT service delivery, managed services or vendor management roles.
• Minimum 3–5 years of experience managing global Digital services or infrastructure platforms.
• Proven track record of managing large-scale managed service contracts with budget accountability (multi-million dollar contracts preferred).
• Demonstrated experience in product ownership, roadmap definition or platform management.
• Experience managing third-party vendors or managed service providers in a global, multi-site environment.
• Strong understanding of Office Printing technologies, including Multi-Functional Printers (MFPs), M&S printing technologies (such as Zebra, Label and Thermal Printers), print servers, print management software, and mobile/cloud printing solutions.
• Proficiency in ITSM frameworks, particularly ITIL, including incident, problem, change and service level management.
• Strong budget management and financial analysis skills, including forecasting, variance analysis and cost optimization.
• Ability to define and manage technology roadmaps, prioritize initiatives and balance business value with technical feasibility.
• Understanding of platform management concepts, including infrastructure, monitoring, security and disaster recovery.
• Experience working in Agile environments with product management principles (roadmap definition, backlog prioritization, sprint planning).
• English language proficiency is mandatory.

Nice to have

• Master's degree in a relevant field or MBA.
• ITIL Foundation or ITIL Expert certification; Product Management or Agile Product Owner certification; or relevant printing certifications.
• Specific experience in Office Printing Services, MFPs, M&S Printing Services or print management platforms (e.g., LMS, PaperCut, Equitrac, PrinterLogic, or similar).
• Knowledge of cloud printing solutions and mobile printing technologies.
• Experience with ServiceNow or similar ITSM tools.
• Understanding of data security and compliance requirements for printing services (GDPR, HIPAA, etc.).
• Agile/Scrum methodologies and product management frameworks.
• Additional local language proficiency (Telugu/Hindi) for Hyderabad site engagement.
• Experience with Generative AI tools, machine learning algorithms and AI-assisted automation.
• Experience with output management solutions, e.g., LRS Output management and printing solutions in office and industrial environments.
• Problem-solving and analytical thinking; collaboration and communication in international teams and with stakeholders.
• Network and cloud knowledge.

Details

• Location: Hyderabad, India.
• Employment type: Full time.