Service Delivery Manager - Planning

Hybrid

Responsibilities

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,

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 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

Other reasons why you will love it here! Your Future : Major medical coverage + policy exclusions and insurance non-medical limit.
Work/Life Balance : Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
Your Wellbeing: Parents/Parents-in-Law’s Insurance (Employee Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.
Flexibility: Hybrid Work Model (For most professional roles) Training: Hands-On, Team-Customized, Mentorship Extra Perks: Free Cab Transport Facility for all employees; One-Time Meal provided to all employees as per shift.
Night shift allowances.

Learn more about Employee Inclusion Groups on our website ( https://www.smith-nephew.com/ ).

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.
experience , with at least 5 years in a Service Delivery Manager role Mandatory
experience and continuous improvement You Unlimited.
We believe in crafting the greatest good for society.
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