Job Description

Service Delivery Manager- Planning

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Location: Kharadi, Pune

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

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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 quick evolving environment.

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What will you be doing?

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- Lead global service delivery for Kinaxis RapidResponse / Maestro planning applications across regions and time zones
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- Act as the single point of contact (SPOC) for all Kinaxis planning support and service‑related matters
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- Own end‑to‑end ITIL‑based service operations, including Incident, Problem, Change, and Knowledge Management
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- Ensure service delivery meets agreed SLAs, KPIs, and service excellence benchmarks
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- Define, monitor, and continuously improve service performance metrics (SLA compliance, MTTR, MTTA, CSAT, etc.)
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- Drive root‑cause analysis and continuous improvement to move from transactional support to value‑added services
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- Oversee data integration monitoring and issue resolution across multiple ERP systems (e.g., SAP, AXAPTA)
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- Partner closely with business leaders, relationship managers, super users, and CoE teams to align services with business priorities
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- Lead planning enhancements and project initiatives supporting Global Supply Chain planning
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- Manage AMS partners, vendors, contracts, and statements of work, including performance reviews and governance forums
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- Own service budgets, cost control, and identify cost‑optimization opportunities without impacting service quality
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- Provide regular service performance reporting to senior IT and business stakeholders
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- Collaborate with IT and functional leaders to define service offerings and improve operational effectiveness
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- Promote a customer‑focused, collaborative, and inclusive culture aligned with organizational values
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What will you need to be Successful?

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- Bachelor’s degree in Business Administration, Information Technology, or a related field
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- Master’s degree in Business Administration or IT Management (preferred)
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- 15+ years of overall IT experience, with at least 5 years in a Service Delivery Manager role
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- Mandatory experience working with an AMS provider‑based support model
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- Proven experience supporting Kinaxis RapidResponse / Maestro in a global enterprise environment
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- Experience with ERP integrations, ITSM tools, and project delivery in complex landscapes
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- Prior experience in regulated industries (life sciences or medical devices preferred)
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- Demonstrated experience managing global service delivery operations across regions
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- Kinaxis Maestro Author or Administrator certification (highly preferred)
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- ITIL certification (mandatory)
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- Strong expertise in Kinaxis RapidResponse / Maestro, including administration, integrations, and data flows
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- Solid understanding of end‑to‑end supply chain planning processes (S&OP;, demand, supply, inventory)
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- Hands‑on experience with ITIL v4 service management practices and KPI‑driven service delivery
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- Proven capability in AMS service delivery models and SLA‑driven operations
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- Strong vendor, contract, and supplier management skills
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- Financial acumen, including budget management, cost control, and financial governance
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- Ability to lead and influence global, distributed, and multi‑vendor teams
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- Strong analytical, problem‑solving, and decision‑making skills
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- Excellent stakeholder management with the ability to bridge business and IT
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- Clear and effective verbal and written communication skills in English
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- Leadership mindset with a strong focus on customer experience and continuous improvement
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📌 Service Delivery Manager - Planning (Pune)
🏢 Smith+Nephew
📍 Pune