Job Title

Service Delivery Manager- Planning/ KinaxisLocation: Kharadi, PuneLife. 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 zonesAct as the single point of contact (SPOC) for all Kinaxis planning support and service‑related mattersOwn end‑to‑end ITIL‑based service operations, including Incident, Problem, Change, and Knowledge ManagementEnsure service delivery meets agreed SLAs, KPIs, and service excellence benchmarksDefine, 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 servicesOversee 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 prioritiesLead planning enhancements and project initiatives supporting Global Supply Chain planningManage AMS partners, vendors, contracts, and statements of work, including performance reviews and governance forumsOwn service budgets, cost control, and identify cost‑optimization opportunities without impacting service qualityProvide regular service performance reporting to senior IT and business stakeholdersCollaborate with IT and functional leaders to define service offerings and improve operational effectivenessPromote a customer‑focused, collaborative, and inclusive culture aligned with organizational valuesWhat will you need to be Successful?Bachelor’s degree in Business Administration, Information Technology, or a related fieldMaster’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 roleMandatory experience working with an AMS provider‑based support modelProven experience supporting Kinaxis RapidResponse / Maestro in a global enterprise environmentExperience with ERP integrations, ITSM tools, and project delivery in complex landscapesPrior experience in regulated industries (life sciences or medical devices preferred)Demonstrated experience managing global service delivery operations across regionsKinaxis Maestro Author or Administrator certification (highly preferred)ITIL certification (mandatory) Strong expertise in Kinaxis RapidResponse / Maestro, including administration, integrations, and data flowsSolid 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 deliveryProven capability in AMS service delivery models and SLA‑driven operationsStrong vendor, contract, and supplier management skillsFinancial acumen, including budget management, cost control, and financial governanceAbility to lead and influence global, distributed, and multi‑vendor teamsStrong analytical, problem‑solving, and decision‑making skillsExcellent stakeholder management with the ability to bridge business and ITClear and effective verbal and written communication skills in EnglishLeadership mindset with a strong focus on customer experience and continuous improvement