Service Delivery Manager

Sr. Service Delivery Manager - R&D Systems and Apps

Location: Kharadi Pune

Life Unlimited. At Smith Nephew, we design and manufacture technology that takes the limits off living.
The IT Service Delivery Manager is responsible to deliver solutions and services that measurably improve IT and the business R&D KPIs - while efficiently/effectively leveraging internal and external IT capability.

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.

You Unlimited.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion Belonging: Committed to Welcoming, Celebrating and Thriving. Learn more about Employee Inclusion Groups on our website ).

Other reasons why you will love it here

• Your Future: Major medical coverage policy exclusions and insurance non-medical limit. Educational Assistance.
• Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
• Your Wellbeing: Parents/Parents-in-Law's Insurance (Employer 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.

#LI-DP1

Stay connected by joining our Talent Community.

We're more than just a company - we're a community Follow us on LinkedIn to see how we support and empower our employees and patients every day.

Check us out on Glassdoor for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S N.

Explore our website and learn more about our mission, our team, and the opportunities we offer.