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 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 rapid evolving environment.

What will you be doing?

Lead global service delivery for Kinaxis RapidResponse / Maestro planning applications across regions and time zones
Act as the single point of contact (SPOC) for all Kinaxis planning support and service‑related matters
Own end‑to‑end ITIL‑based service operations, including Incident, Problem, Change, and Knowledge Management
Ensure service delivery meets agreed SLAs, KPIs, and service excellence benchmarks
Define, monitor, and continuously improve service performance metrics (SLA compliance, MTTR, MTTA, CSAT, etc.)




Drive root‑cause analysis and continuous improvement to move from transactional support to value‑added services
Oversee data integration monitoring and issue resolution across multiple ERP systems (e.g., SAP, AXAPTA)
Partner closely with business leaders, relationship managers, super users, and CoE teams to align services with business priorities
Lead planning enhancements and project initiatives supporting Global Supply Chain planning
Manage AMS partners, vendors, contracts, and statements of work, including performance reviews and governance forums
Own service budgets, cost control, and identify cost‑optimization opportunities without impacting service quality
Provide regular service performance reporting to senior IT and business stakeholders
Collaborate with IT and functional leaders to define service offerings and improve operational effectiveness
Promote a customer‑focused, collaborati

📌 Service Delivery Manager (India)
🏢 Smith+Nephew
📍 India