Smith+Nephew - Senior Service Delivery Manager - R&D System

Description :

- What will you be doing?

Service Management :

- Responsible for delivering IT services to R&D and integrated systems throughout the service lifecycle within the agreed service levels.

- Identify service vendors, establish services and manage vendor performance.

- Manage and provide visibility on the maintenance of R&D including CAD applications availability, reliability, maintainability, outage serviceability & continuity requirements against the cost justified service and operating/service level agreements for the service

- Plan, direct and coordinate the efforts of suppliers operations teams to manage and maintain BAU service, the provision of the R&D systems

- Oversee the general health of the live service required to meet business requirements.

- Oversee implementation of, and adherence to, security standards (security strategy set by Security Architecture).

- Ensure ongoing architectural integrity of the service throughout its lifecycle.

- Ensure that all IT Service Management processes, Service Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets.

Delivery Management :

- Plan, Lead and deliver project and enhancement delivery in agile manner.

- Lead the delivery execution of the R&D projects to achieve scope, schedule, financial, & quality commitments through operating a metrics-based management system, ensuring adherence to principles and standards in the solution lifecycle management process.

- Collaborate and leverage IT competency centres and shared services

- Ensure the project success metrics are met.

- What will you need to be successful?

Education :

- Requires bachelor's degree in computer science / information technology or equivalent experience

Licenses/ Certifications :

- Training/certification in ITIL, Agile, Project Management preferred.

- TOGAF Certified or Any of the ITSM Frameworks or COBIT Foundation.

Experience :

- Typically has 15 years of IT work experience, with at least 10 years of service and delivery management experience in global and complex environments.

- Has worked in a regulated business.

Required Competences :

- Experience in IT delivery and Service management in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

- Proven record of supporting complex R&D systems such as Cognition Cockpit, Siemens NX, SolidWorks, JIRA, Gitlab and Health Cloud.

- In addition, simulation software and design transfer software.

- All preferably in the Medical Device sector.

- Strong knowledge of ITIL disciplines

- Experience of managing 3rd parties and 3rd party delivered services

- Experience in managing IT for multiple sites, in multiple geographic

- Effective negotiation skills

- Proficient in building collaborative teams, maintain calm and focus under pressure and instil that ability in others, and be effective communicators.

- Communicates and negotiates effectively in English, both formally and informally.

- Ability to operate effectively in a global multi-cultural environment and drive harmonization and standardization

- Analyses, designs, plans, executes and evaluates work to time, cost and quality targets.

- Analyses need and advise on scope and options for continuous operational improvement.

- Demonstrates creativity, innovation and ethical thinking in applying solutions for the benefit of the customer/stakeholder.

- Maintains an awareness of developments in the industry.

- Takes initiative to keep skills up to date