Published 2026-04-17
Service Delivery Manager- Planning/ Kinaxis
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 Rapid Response / 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 Co E 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 Rapid Response / 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 Rapid Response / 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
