Global Product Owner and Delivery Lead for Printing Services

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 platform, ensuring resilience and compliance with Sanofi's IT standards

Stakeholder Management & Communication

• Build and maintain trusted relationships with senior stakeholders across Digital, Finance, Procurement, and business functions globally

• Serve as the primary point of contact and subject matter expert for all Office and M&S Printing Services matters, providing consultative guidance to stakeholders

• Communicate service updates, planned maintenance, incidents, and roadmap changes proactively to stakeholders through regular updates and governance forums

• Represent Printing Services in Digital governance meetings, Digital leadership forums, and cross-functional planning sessions

• Manage stakeholder expectations through transparent communication, issue escalation, and post-incident reporting

• Act as the voice of the customer within the vendor relationship, translating business needs into service requirements and holding the vendor accountable for delivery

Compliance, Security & Risk Management

• 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, identifying and mitigating risks related to data leakage, service availability, and vendor dependency

• Ensure vendor compliance with Sanofi's audit requirements, providing documentation and evidence for internal and external audits

Service Scope Management

• Own and communicate the Office and M&S Printing Services scope boundary: Multi-Functional Printers (MFPs) for office environments, including print, scan, copy, and fax capabilities and M&S Printing Services (such as Zebra Printers, Label Printers, and Thermal Printers)

• Proactively manage scope creep risks, escalating and resolving boundary disputes with stakeholders and the vendor

About You

Required Qualifications

• Education: Bachelor's degree in Information Technology, Computer Science, Business Administration, Supply Chain Management, or related field

• Experience: Minimum 8–10 years of experience in IT service delivery, managed services, or vendor management roles

• Global Service Management: Minimum 3–5 years of experience managing global Digital services or infrastructure platforms

• Contract & Budget Management: Proven track record of managing large-scale managed service contracts, including budget accountability (multi-million dollar contracts preferred)

• Product Ownership: Demonstrated experience in product ownership, roadmap definition, or platform management

• Vendor Management: Experience managing third-party vendors or managed service providers in a global, multi-site environment

• Technical Skills: Strong understanding of Office Printing technologies, including Multi-Functional Printers (MFPs), M&S Printing technologies, including (such as Zebra Printers, Label Printers, and Thermal Printers), and print servers, print management software, and mobile/cloud printing solutions

• ITSM Knowledge: Proficiency in IT service management (ITSM) frameworks, particularly ITIL, including incident, problem, change, and service level management

• Financial Acumen: Strong budget management and financial analysis skills, including forecasting, variance analysis, and cost optimization

• Product Management: Ability to define and manage technology roadmaps, prioritize initiatives, and balance business value with technical feasibility

• Roadmap Definition: Ability to define and manage technology roadmaps, prioritize initiatives, and balance business value with technical feasibility

• Platform Management: Understanding of platform management concepts, including infrastructure, monitoring, security, and disaster recovery

• Agile Methodology: Experience working in Agile environments with product management principles (roadmap definition, backlog prioritization, sprint planning)

Preferred Qualifications

• Advanced Education: Master's degree in relevant field or MBA

• Skills: ITIL Foundation or ITIL Expert certification; Product Management or Agile Product Owner certification , or relevant printing certifications

• Print Domain Expertise: Specific experience in Office Printing Services, Multi-Functional Printers (MFPs), M&S Printing Services (such as Zebra Printers, Label Printers, and Thermal Printers) or print management platforms (e.g., LMS, PaperCut, Equitrac, PrinterLogic, or similar)

• Cloud Printing: Knowledge of cloud printing solutions and mobile printing technologies

• ITSM Tools: Experience with ServiceNow or similar ITSM tools

• Compliance: Understanding of data security and compliance requirements for printing services (GDPR, HIPAA, etc.)

• Agile Methodology: Agile/Scrum methodologies and product management frameworks

• Language: Additional local language proficiency (Telugu/Hindi) is advantageous for Hyderabad site engagement. English is mandatory.

• AI & Analytics: Experience with Generative AI tools, machine learning algorithms, and AI-assisted automation

Preferred Skills:

• Output management Solutions, e.g. LRS Output management and Printing solutions in office and industrial environments
• Experience in Agile
• Problem-solving and analytical thinking
• Collaboration and communication in international teams and with stakeholders
• Network and Cloud Knowledge

Leadership Competencies

• Proactive & Strategic: Self-starter who anticipates challenges, proposes solutions, and drives continuous improvement and innovation

• Problem-Solving & Analytical Thinking: Ability to diagnose complex operational, financial, and technical issues and architect scalable solutions

• Communication & Influence: Excellent verbal and written communication skills in English; ability to articulate technical and financial concepts to senior leadership and non-technical stakeholders

• Collaboration & Teamwork: Proven ability to work effectively in global, cross-functional teams across time zones and cultures

• Vendor Management Excellence: Strong negotiation skills with ability to hold vendors accountable while fostering collaborative partnerships

• Change Leadership: Comfortable challenging the status quo, driving transformation, and managing resistance to change

• Results-Oriented: Track record of delivering high-impact outcomes in fast-paced, dynamic environments with measurable KPIs

• Financial Discipline: Strong budget management discipline, including cost-per-page optimization, TCO analysis, and print cost reduction strategies

Pursue progress, discover extraordinary

Better is out there. Better medications, better outcomes, better science. But 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. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

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

Pursue progress, discover extraordinary

Better is out there. Better medications, better outcomes, better science. But 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. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.

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