Smith & Nephew Looking for IT Service Delivery Engineer R+D and Q/RA at Kharadi, Pune, Maharashtra Full Time

IT Service Delivery Engineer is responsible to deliver solutions, services that measurably improve IT and the business R&D & Quality critical metrics – while efficiently demonstrating internal and external IT capability.

IT Metrics Achievement: achieve IT metrics and SLAs delivered solutions services of all R+D and Q/RA applications.

Service Delivery: Where applicable, provide support in achieving budget, schedule, and quality objectives for delivered solutions and services. Drives continuous improvement in service and solution performance, reliability, compliance, and efficiency.

Collaborator Satisfaction: achieve high partner happiness

Landscape Leverage: attain high leverage of technology assets & continually simplify IT landscape by reducing and consolidating R&D applications.

Key responsibilities:
Service Management:
Responsible for assisting Service Delivery team in delivery IT services to R&D throughout the service lifecycle within agreed service levels.

Supervise and provide transparency on the maintenance of R&D applications security, availability, outage serviceability

Implement and coordinate efforts of suppliers’ operations teams to lead and maintain Business As Usual service, including the access management and provision of the R&D systems.

Lead all aspects of the general health of the live service required to meet business requirements.

Implement support that adheres to security standards (security strategy set by our Product Security team and our Enterprise Security Operations team).

Ensure ongoing service integrity of our applications throughout its lifecycle.

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

Co-ordinate Projects initially, with growth into new project delivery as the role matures and develops.

Delivery Management:
Participate in the execution of projects and improvements following agile principles.

Collaborate and demonstrate IT Global Centers and Global Business Shared services

Support the Service Delivery Manager to ensure project success metrics are met for Service Delivery at launch and Post launch

Location: Pune, India

Education:
Requires Bachelor’s degree in computer science / information technology or equivalent experience

Experience:
Minimum 5 years of IT work experience, with at least 2 years of service and delivery management experience in global environments

Must have work experience in a regulated industry.

Preferred experience in Medical Device or Healthcare Industry specific.

Proficiencies:
Experience in IT delivery and Service management in a large-scale and diverse environment of incident management, critical issue procedures and related disciplines

Shown record of supporting complex R&D systems such as PLM, CAD, and CAE. In addition simulation software and design transfer software. All preferably in the life science sector.

Good knowledge of ITIL disciplines

Experience of handling 3rd parties and 3rd party delivered services

Experience in leading IT for multiple sites, in multiple geographic

Proficient in collaborating in teams, maintaining calm and focus and instill that ability in others, and be effective communicators

Preferred:
SAFe Certified

Agile Alliance Certified

TOGAF Certified

ITIL Certified

Any of the ITSM Frameworks

General:
Communicates and negotiate efficiently in English, both formally and informally.

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

Analyses, designs, plans, complete and evaluates work to time, cost and quality targets. Analysis needs and advises on scope and options for continuous operational improvement.

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

Maintains an awareness of developments in the industry. Takes initiative to keep skills up to date.

Proactively ensures security is appropriately addressed within their area by self and others. Contributes to security nature of the organization.

Key Skills and Responsibilities (SFIA based)

Application support: Level 3

Identifies and resolves issues with applications, following agreed procedures. Uses application management software and tools to collect agreed performance statistics. Carries out agreed applications maintenance tasks.

Availability management: Level 4

Contributes to the availability management process and its operation and performs defined availability management tasks. Analyses’ service and component availability, reliability, maintainability and serviceability. Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels. Implements arrangements for disaster recovery and documents recovery procedures. Conducts testing of recovery procedures.

Service level management: Level 3

Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the collaborators being given the opportunity of planning for a deterioration in service.