Manager, Global Service Operation Systems & Analytics

Smith & Nephew; Uttoxeter; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A global healthcare technology company is looking for a Manager of Global Service Operations Systems & Analytics in the UK. This role focuses on optimizing service operations using systems like ServiceMax, leading improvements in ERP capabilities, and delivering analytics for decision-making. Candidates should have over 8 years of experience in service operations, particularly in medical devices, along with strong leadership and analytical skills. The position offers a hybrid work model, generous bonuses, and various perks.

Benefits

Generous annual bonus

Private health and dental plans

Flexible vacation and time off

Discounts on gyms and fitness clubs

Qualifications

• 8+ years of experience in global or regional service operations and analytics (medical devices preferred).
• Demonstrated expertise in ERP-based service environments.
• Strong problem-solving skills with a cross-functional approach.

Responsibilities

• Lead governance and improvement of service ERP and CRM systems.
• Oversee inventory management for service continuity.
• Deliver insights on operations performance and service costs.

Skills

ServiceMax expertise

Operational analytics

Stakeholder management

Leadership

Advanced Excel skills

Communication skills

Power BI proficiency

Education

Bachelor's degree

Tools

ServiceMax

Excel

Power BI

Job description

Overview

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

The Manager, Global Service Operations Systems & Analytics leads the governance, optimization, and continuous improvement of global service operations systems, data, and analytics. This role enables scalable, standardized service operations across direct and distributor markets and drives ERP and ServiceMax excellence, data-driven decision-making, operational efficiency, and service margin optimization. The role partners closely with Service Operations, IT, Supply Chain, Finance, and regional service leaders to align business needs with system capabilities.

What you will be doing

• Service Systems & ERP Leadership
• Lead global governance and continuous improvement of service ERP and CRM systems, including ServiceMax.
• Drive global ServiceMax implementation and enhancements in partnership with IT.
• Standardize global service administrative processes to improve scalability, consistency, and efficiency.
• Act as the primary business interface and tester for ERP/CRM enhancements and releases.
• Own global data quality, install base governance, and resolution of system issues.
• Service Inventory Forecasting & Management
• Lead spare parts and finished goods forecasting activities to improve accuracy and service continuity.
• Oversee global service inventory to balance customer uptime, cost, and working capital.
• Optimize and standardize global service ordering and supply processes.
• Partner with Supply Chain and Operations on service planning and cross-regional stock allocation.
• Ensure spare parts pricing accuracy and governance in ERP systems.
• Analytics, KPIs & Business Insights
• Own global service operations reporting cadence and KPI governance.
• Design and deploy global service dashboards and performance tracking.
• Deliver executive-level insights on operational performance, demand, cost, and margin.
• Partner with Finance on service cost and margin analytics.
• Leverage ServiceMax, Excel, Power BI, and PowerPoint to support strategic and operational decisions.

What you will need to be successful

• Bachelor’s degree required.
• 8+ years of experience in global or regional service operations and analytics (medical devices or regulated industries preferred).
• Strong hands-on experience with ServiceMax and ERP-based service environments.
• Proven expertise in operational analytics and cross-functional problem solving.
• Strong leadership, stakeholder management, and communication skills.
• Advanced proficiency in Excel and Power BI.
• Native or bilingual proficiency in English.

You. Unlimited. We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion and Belonging: Committed to welcoming, celebrating and thriving on inclusion and belonging. Learn more about our Employee Inclusion Groups on our website at Smith+Nephew.

Your Future: Generous annual bonus and pension schemes, Save As You Earn share options.

Work/Life Balance: Flexible vacation and time off, paid holidays and paid volunteering hours.

Your Wellbeing: Private health and dental plans, healthcare cash plans, income protection, life assurance and more.

Flexibility: Hybrid working model (for most professional roles).

Training: Hands-on, team-customised, mentorship.

Extra Perks: Discounts on gyms and fitness clubs, salary sacrifice bicycle and car schemes and other employee discounts.

Smith+Nephew is committed to societal good through investments in people and patients, emphasizing inclusion, generous financial benefits, work-life balance, wellbeing programs, flexible hybrid work, tailored training, and various employee perks such as discounts and health plans.

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