Service Delivery Manager - Planning

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 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)
• 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