Senior Service Delivery Manager - Planning

Senior Service Delivery Manager - Planning

Location: Kharadi, Pune

Life. Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.

Join us as a Senior Service Delivery Manager Planning in Pune and lead the global delivery of mission critical planning systems that power our Supply Chain operations. This is a role for someone who wants to influence how world class planning technology supports patient outcomes, shape a global service landscape and drive continuous improvement in a complex and fast evolving environment.

What will you be doing?

• Lead global service delivery forKinaxis RapidResponse / Maestro planning applications across regions and time zones
• Act as thesingle point of contact (SPOC) for all Kinaxis planning support and service‑related matters
• Own end‑to‑endITIL‑based service operations, including Incident, Problem, Change, and Knowledge Management
• Ensure service delivery meets agreedSLAs, KPIs, and service excellence benchmarks
• Define, monitor, and continuously improveservice performance metrics (SLA compliance, MTTR, MTTA, CSAT, etc.)
• Driveroot‑cause analysis and continuous improvement to move from transactional support to value‑added services
• Overseedata integration monitoring and issue resolution across multiple ERP systems (e.g., SAP, AXAPTA)
• Partner closely withbusiness leaders, relationship managers, super users, and CoE teams to align services with business priorities
• Lead planning enhancements and project initiatives supportingGlobal Supply Chain planning
• ManageAMS partners, vendors, contracts, and statements of work, including performance reviews and governance forums
• Ownservice budgets, cost control, and identify cost‑optimization opportunities without impacting service quality
• Provide regularservice performance reporting to senior IT and business stakeholders
• Collaborate with IT and functional leaders to define service offerings and improve operational effectiveness
  • Promote acustomer‑focused, collaborative, and inclusive culture aligned with organizational values

What will you need to be Successful?

• Bachelor’s degree inBusiness Administration, Information Technology, or a related field
• Master’s degree in Business Administration or IT Management (preferred)
• 10+ years of overall IT experience, with at least5 years in a Service Delivery Manager role
• Mandatory experience working with anAMS provider‑based support model
• Proven experience supportingKinaxis RapidResponse / Maestro in a global enterprise environment
• Experience withERP integrations, ITSM tools, and project delivery in complex landscapes
• Prior experience inregulated industries (life sciences or medical devices preferred)
• Demonstrated experience managingglobal service delivery operations across regions
• KinaxisMaestro Author or Administrator certification (highly preferred)
• ITIL certification (mandatory)
  Strong expertise inKinaxis RapidResponse / Maestro, including administration, integrations, and data flows
• Solid understanding ofend‑to‑end supply chain planning processes (S&OP, demand, supply, inventory)
• Hands‑on experience withITIL v4 service management practices and KPI‑driven service delivery
• Proven capability inAMS service delivery models and SLA‑driven operations
• Strong vendor, contract, and supplier management skills
• Financial acumen, includingbudget management, cost control, and financial governance
• Ability to lead and influenceglobal, distributed, and multi‑vendor teams
• Strong analytical, problem‑solving, and decision‑making skills
• Excellent stakeholder management with the ability to bridgebusiness and IT
• Clear and effectiveverbal and written communication skills in English
• Leadership mindset with a strong focus oncustomer experience and continuous improvement

You Unlimited.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion + Belonging: Committed to Welcoming, Celebrating and Thriving. Learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/).

Other reasons why you will love it here!

• Your Future: Major medical coverage + policy exclusions and insurance non-medical limit. Educational Assistance.
• Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
• Your Wellbeing: Parents/Parents-in-Law’s Insurance (Employee Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.
• Flexibility:Hybrid Work Model (For most professional roles)
• Training: Hands-On, Team-Customized, Mentorship
• Extra Perks:Free Cab Transport Facility for all employees; One-Time Meal provided to all employees as per shift. Night shift allowances.

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