13 Sep
|
Smith+Nephew
|
Pune
Service Delivery Manager- Planning /n Location: Kharadi, Pune /n Life. Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living. /n 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 fast evolving environment. /n What will you be doing? /n /n
- 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
/n /n What will you need to be Successful? /n /n
- 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 workplace
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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