Service Delivery Manager - Planning

Smith+Nephew; Pune District; On-site; INR 4,000,000 - 6,500,000; Full time

Job summary

Smith+Nebhew in Pune is hiring a Service Delivery Manager Planning to lead global service delivery for Kinaxis RapidResponse and Maestro planning apps across regions. You will act as the SPOC for planning support, ensuring SLAs, KPIs and performance benchmarks are met while driving continuous improvement in a complex landscape.

The role requires 15+ years in IT with at least 5 years in a Service Delivery Manager role, plus experience with AMS models, ERP integrations, and ITIL v4.

Qualifications

• Bachelor's degree in IT/Business is required.
• Master's degree in IT Management or MBA preferred.
• 15+ years IT experience with 5+ years in a Service Delivery Manager role.
• Experience with AMS provider-based support models.
• Proven experience with Kinaxis RapidResponse / Maestro in a global enterprise.

Responsibilities

• Lead global service delivery for Kinaxis RapidResponse / Maestro planning apps across regions.
• Act as SPOC for Kinaxis planning support and service-related matters.
• Ensure SLAs, KPIs, and service benchmarks are met.
• Define, monitor, and improve service performance metrics (SLA, MTTR, MTTA, CSAT).
• Drive root-cause analysis and move towards value-added services.
• Oversee data integration monitoring across ERP systems (e.g., SAP, AXAPTA).
• Collaborate with business leaders, relationship managers, CoE teams to align services with priorities.
• Lead planning enhancements and projects for Global Supply Chain planning.
• Manage AMS partners, vendors, contracts, and SLAs; conduct governance reviews.
• Own service budgets and cost control; identify optimization opportunities.
• Provide regular service performance reporting to IT and business stakeholders.
• Define service offerings with IT and functions; improve operational effectiveness.
• Promote a customer-focused, collaborative culture aligned with values.

Skills

Kinaxis RR

Maestro

ITIL v4

AMS model

ERP integrations

Vendor management

Stakeholder mgmt

Leadership

Communication

Global delivery

Education

Bachelor's degree in IT/Business

Master's degree preferred

Tools

SAP

AXAPTA

Job description

Life. Unlimited. At Smith+Nebhew 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 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
• 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)
• 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