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 quick 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

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