Senior Service Delivery Manager - Planning
Smith+Nephew (company site, opens in a new tab)10+ yrsPuneOn-siteDirect career pageEst. 20–32 LPA
Posted 20h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead global service delivery for Kinaxis RapidResponse / Maestro planning applications supporting Supply Chain operations across multiple regions and time zones.
- Own end-to-end ITIL-based service operations including Incident, Problem, Change, and Knowledge Management ensuring adherence to SLAs, KPIs, and service excellence standards.
- Manage vendor and AMS partner relationships, service performance reporting, budgets, and continuous improvement initiatives in a complex, multi-vendor environment.
Minimum Requirements
- Bachelor’s degree in Business Administration, Information Technology, or related field (Master’s preferred).
- 10+ years of overall IT experience with at least 5 years as a Service Delivery Manager.
- Mandatory experience with AMS provider-based support model and supporting Kinaxis RapidResponse / Maestro in a global enterprise environment.
- ITIL certification (mandatory); Kinaxis Maestro Author or Administrator certification highly preferred; experience with ERP integrations and ITSM tools.
Ideal Candidate Profile
- Experienced in managing global service delivery operations with multi-vendor and AMS partner ecosystems in regulated industries such as life sciences or medical devices.
- Strong technical knowledge of Kinaxis RapidResponse / Maestro including administration, integrations, data flows, and supply chain planning processes (S&OP, demand, supply, inventory).
- Proven ability to lead global distributed teams, manage vendor contracts, and drive KPI-driven ITIL service management aligned with business priorities.