Job highlights

- Bachelor s degree in Business Administration,Information Technology,or a related field . Master s degree in Business Administration or IT Management (preferred) . 15+ years of overall IT experience,with at least 5 years in a Service Delivery Manager role .
- Prior experience in regulated industries (life sciences or medical devices preferred) .

Senior Service Delivery Manager- Planning Location: Kharadi, Pune

Join us as a Senior 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.

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, cooperative, and inclusive culture aligned with organizational values

What will you need to be Successful

- Bachelor s degree in Business Administration, Information Technology, or a related field
- Master s degree in Business Administration or IT Management (preferred)
- 15+ years of overall IT experience , with at least 5 years in a Service Delivery Manager role
- Mandatory experience working with an AMS provider based support model
- Proven experience supporting Kinaxis RapidResponse / Maestro in a global enterprise environment
- Experience with ERP integrations , ITSM tools, and project delivery in complex landscapes
- Prior experience in regulated industries (life sciences or medical devices preferred)
- Demonstrated experience managing global service delivery operations across regions
- Kinaxis Maestro Author or Administrator certification (highly preferred)
- ITIL certification (mandatory) Strong expertise in Kinaxis RapidResponse / Maestro , including administration, integrations, and data flows

- Solid understanding of end to end supply chain planning processes (S&OP;, demand, supply, inventory)
- Hands on experience with ITIL v4 service management practices and KPI driven service delivery
- Proven capability in AMS service delivery models and SLA driven operations
- Strong vendor, contract, and supplier management skills
- Financial acumen, including budget management, cost control, and financial governance

- Ability to lead and influence global, distributed, and multi vendor teams
- Strong analytical, problem solving, and decision making skills
- Excellent stakeholder management with the ability to bridge business and IT

- Clear and effective verbal and written communication skills in English
- Leadership mindset with a strong focus on customer experience and continuous improvement

📌 Senior Service Delivery Manager - Planning (Pune)
🏢 Smith u0026 Nephew Gbs
📍 Pune