Job
Description
As an IT Service Delivery Manager, MFG & QRA at Smith+Nephew, you will play a crucial role in ensuring the seamless operation of Manufacturing, Quality & Regulatory (MFG & QRA) IT services. Here's a glimpse of what you will be responsible for: - Assisting the IT operating model, particularly the mature AMS Service Delivery function, in collaboration with the AMS service provider and other IT service verticals. The company has heavily invested in digitalization and automation of MFG & QRA operations. - Overseeing the delivery of exceptional Service Delivery operations, ensuring they meet all standard benchmarks and criteria. You will be responsible for managing the MFG & QRA run team and ensuring services are delivered as per the agreed SLAs defined by the AMS contract. - Collaborating closely with COE Functional teams to provide effective and quality solutions for incident remediation. You will also engage with business leaders, relationship managers, and super users to identify, prioritize, and implement support requests aligned with business needs. - Working under the guidance of the Service Delivery Director to drive continuous improvement in the SD function and establish strategic directions around people, processes, and technology. - Managing day-to-day support operations from internal teams and 3rd party vendors, including the AMS partner, covering incident management, organizational change, release management, and risk management for the European time zone shift. - Ensuring compliance with regulatory, compliance, and InfoSec activities, including SOX and Controls, while supporting all Audit activities. To be successful in this role, you will need: - Education: Bachelor's Degree or equivalent experience in Information Technology / Computer Science/ Computer Engineering. - Operating Mode: Hybrid work model with 2 days in the office per week. - Experience: Minimum 10+ years in IT and 5+ years in a Service Delivery Manager role, with prior experience in using an AMS provider support model. - Experience with SAPMES integrations and hands-on experience with Tulip MES or similar Manufacturing Execution Systems. - Understanding of MES platforms, preferably with experience in Tulip MES. - Expertise in managing AMS support services, negotiating SLAs, handling metrics, and prioritizing change requests. - Experience in information systems, applications, Quality and Regulatory systems, Manufacturing systems, ITSM systems, and project management, especially in the regulated life science industry. In addition to the challenging role and impactful work you will be doing, Smith+Nephew offers a range of benefits to support your personal and professional growth. From Major Medical coverage to Flexible Work/Life Balance and Training opportunities, we strive to create an inclusive and empowering environment for our employees. Join us in shaping a better future for society and explore the exciting opportunities at Smith+Nephew. As an IT Service Delivery Manager, MFG & QRA at Smith+Nephew, you will play a crucial role in ensuring the seamless operation of Manufacturing, Quality & Regulatory (MFG & QRA) IT services. Here's a glimpse of what you will be responsible for: - Assisting the IT operating model, particularly the mature AMS Service Delivery function, in collaboration with the AMS service provider and other IT service verticals. The company has heavily invested in digitalization and automation of MFG & QRA operations. - Overseeing the delivery of exceptional Service Delivery operations, ensuring they meet all standard benchmarks and criteria. You will be responsible for managing the MFG & QRA run team and ensuring services are delivered as per the agreed SLAs defined by the AMS contract. - Collaborating closely with COE Functional teams to provide effective and quality solutions for incident remediation. You will also engage with business leaders, relationship managers, and super users to identify, prioritize, and implement support requests aligned with business needs. - Working under the guidance of the Service Delivery Director to drive continuous improvement in the SD function and establish strategic directions around people, processes, and technology. - Managing day-to-day support operations from internal teams and 3rd party vendors, including the AMS partner, covering incident management, organizational change, release management, and risk management for the European time zone shift. - Ensuring compliance with regulatory, compliance, and InfoSec activities, including SOX and Controls, while supporting all Audit activities. To be successful in this role, you will need: - Education: Bachelor's Degree or equivalent experience in Information Technology / Computer Science/ Computer Engineering. - Operating Mode: Hybrid work model with 2 days in the office per week. - Experience: Minimum 10+ years in IT and 5+ years in a Service Delivery Manager role, with prior experience in using an AMS provider support mode
