Job Description
Service Delivery Manager- Planning
n Location: Kharadi, Pune
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nLife. Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.
nJoin 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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n What will you be doing?
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- Lead global service delivery for Kinaxis RapidResponse / Maestro planning applications across regions and time zonesn
- Act as the single point of contact (SPOC) for all Kinaxis planning support and service‑related mattersn
- Own end‑to‑end ITIL‑based service operations, including Incident, Problem, Change, and Knowledge Managementn
- Ensure service delivery meets agreed SLAs, KPIs, and service excellence benchmarksn
- Define, monitor,



and continuously improve service performance metrics (SLA compliance, MTTR, MTTA, CSAT, etc.)n
- Drive root‑cause analysis and continuous improvement to move from transactional support to value‑added servicesn
- Oversee data integration monitoring and issue resolution across multiple ERP systems (e.g., SAP, AXAPTA)n
- Partner closely with business leaders, relationship managers, super users, and CoE teams to align services with business prioritiesn
- Lead planning enhancements and project initiatives supporting Global Supply Chain planningn
- Manage AMS partners, vendors, contracts, and statements of work, including performance reviews and governance forumsn
- Own service budgets, cost control, and identify cost‑optimization opportunities without impacting service qualityn
- Provide regular service performance reporting to senior IT and business stakeholdersn
- Collaborate with IT and functional leaders to define servi

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