Service Delivery Manager - Planning

As a Service Delivery Manager Planning at Smith+Nephew in Pune, you will be leading the global delivery of mission critical planning systems that power the Supply Chain operations. Your main responsibilities will include: - Leading global service delivery for Kinaxis RapidResponse / Maestro planning applications across regions and time zones - Acting as the single point of contact (SPOC) for all Kinaxis planning support and service-related matters - Owning end-to-end ITIL-based service operations, including Incident, Problem, Change, and Knowledge Management - Ensuring service delivery meets agreed SLAs, KPIs, and service excellence benchmarks - Defining, monitoring, and continuously improving service performance metrics (SLA compliance, MTTR, MTTA, CSAT, etc.) - Driving root-cause analysis and continuous improvement to move from transactional support to value-added services - Overseeing data integration monitoring and issue resolution across multiple ERP systems (e.g., SAP, AXAPTA) - Partnering closely with business leaders, relationship managers, super users, and CoE teams to align services with business priorities - Leading planning enhancements and project initiatives supporting Global Supply Chain planning - Managing AMS partners, vendors, contracts, and statements of work, including performance reviews and governance forums - Owning service budgets, cost control, and identifying cost-optimization opportunities without impacting service quality - Providing regular service performance reporting to senior IT and business stakeholders - Collaborating with IT and functional leaders to define service offerings and improve operational effectiveness - Promoting a customer-focused, collaborative, and inclusive culture aligned with organizational values Qualifications required for this role include: - Bachelors degree in Business Administration, Information Technology, or a related field - Masters 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 At Smith+Nephew, you will enjoy benefits such as major medical coverage, educational assistance, flexible personal/vacation time off, parental leave, hybrid work model, hands-on training, free cab transport facility, and other perks to support your wellbeing and work-life balance. Join us in crafting the greatest good for society and making a difference in the lives of patients we serve. As a Service Delivery Manager Planning at Smith+Nephew in Pune, you will be leading the global delivery of mission critical planning systems that power the Supply Chain operations. Your main responsibilities will include: - Leading global service delivery for Kinaxis RapidResponse / Maestro planning applications across regions and time zones - Acting as the single point of contact (SPOC) for all Kinaxis planning support and service-related matters - Owning end-to-end ITIL-based service operations, including Incident, Problem, Change, and Knowledge Management - Ensuring service delivery meets agreed SLAs, KPIs, and service excellence benchmarks - Defining, monitoring, and continuously improving service performance metrics (SLA compliance, MTTR, MTTA, CSAT, etc.) - Driving root-cause analysis and continuous improvement to move from transactional support to value-added services - Overseeing data integration monitoring and issue resolution across multiple ERP systems (e.g., SAP, AXAPTA) - Partnering closely with business leaders, relationship manage