Senior Service Delivery Manager - Planning

Smith & Nephew; Pune District; Híbrido; INR 2 400 000 - 4 200 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Major medical coverage

Educational Assistance

Hybrid Work Model

Flexible time off

Resumo da oferta

Smith+Nephew in Pune seeks a Senior Service Delivery Manager - Planning to lead the global delivery of Kinaxis RapidResponse / Maestro planning applications across regions and time zones. You will own end-to-end ITIL-based service operations and drive service performance metrics.

Apply your experience managing AMS partners, budgets, and cross-functional teams to align services with business priorities in a hybrid work model. Strong leadership and stakeholder management are essential.

Qualificações

• Bachelor’s degree in Business Administration, IT, or related field.
• Master’s degree in MBA or IT Management preferred.
• 10+ years IT experience with 5+ years in a Service Delivery Manager role.

Responsabilidades

• Lead global service delivery for Kinaxis RapidResponse / Maestro planning applications across regions and time zones.
• Own end-to-end ITIL-based service operations (Incident, Problem, Change, Knowledge Management).
• Define and monitor service performance metrics (SLA, MTTR, MTTA, CSAT).
• Drive continuous improvement and data integration monitoring across ERP systems.
• Manage AMS partners, vendors, contracts, and governance forums.
• Provide regular service performance reporting to senior IT and business stakeholders.

Conhecimentos

Kinaxis RapidResponse

Maestro

ITIL v4

Global delivery

Stakeholder management

Vendor management

Budget management

Data integration

AMS management

Process improvement

Formação académica

Bachelor’s degree in Business Administration or Information Technology

Master’s degree in Business Administration or IT Management

Ferramentas

Kinaxis RapidResponse

Maestro

ERP integrations

ITSM tools

Descrição da oferta de emprego

## Senior Service Delivery Manager - PlanningApplylocations: IND - NonGBS-Pune-Kharaditime type: Full timeposted on: Posted Todayjob requisition id: R88882**Senior 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 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, collaborative, 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)* **10+ 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****You Unlimited.**We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.**Inclusion + Belonging:** Committed to Welcoming, Celebrating and Thriving. Learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/).Other reasons why you will love it here!* **Your Future**: Major medical coverage + policy exclusions and insurance non-medical limit. Educational Assistance.* **Work/Life Balance**: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.* **Your Wellbeing:** Parents/Parents-in-Law’s Insurance (Employee Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.* **Flexibility:** Hybrid Work Model (For most professional roles)* **Training:** Hands-On, Team-Customized, Mentorship* **Extra Perks:** Free Cab Transport Facility for all employees; One-Time Meal provided to all employees as per shift. Night shift allowances.