Job Description

Role: Service Delivery Engineer, MFG & QRA

Location: Kharadi, Pune

Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living.
The Service Delivery Engineer, MFG & QRA is responsible for leading the application support for Manufacturing and Quality Management Systems (QMS), ensuring effective delivery of IT service requests, incident resolutions, and system enhancements. This role ensures business continuity by maintaining application stability, coordinating with stakeholders, and driving continuous improvements across the application lifecycle.

What will you be doing?

Application Support (80%)

• 3rd Party Technical Support Coordination: Collaborate with external vendors/partners to resolve incidents and service requests.
• Customer/Business Partner Coordination: Work directly with end-users to troubleshoot escalated issues and keep them informed about the progress of their requests.
• IT Partner/Stakeholder Coordination: Coordinate with internal IT teams (service desk, network, Windows, IAM) to resolve incidents and service requests.
• Configuration Item Management: Ensure all configuration items in ServiceNOW are accurate and up to date.
• Change Ticket Management: Create, update, and manage change tickets through to closure, including coordinating testing with IT, vendors, or business partners.

Process Improvement and Controls (20%)

• Process Control: Monitor system alerts, escalations, and complaints, managing customer expectations and escalating issues to the appropriate stakeholders.
• Process Improvement: Identify opportunities for process improvement, document them, develop new processes, and present recommendations to stakeholders.
• Training and Knowledge Sharing: Provide training and share knowledge with new team members.

What will you need to be successful?

Education: Bachelor's degree in computer science, Information Technology, or equivalent.

Licenses/ Certifications: Any one of the certifications listed below is good to have.

• SAFe Certified
• Agile Alliance Certified
• TOGAF Certified
• ITIL Certified
• Any of the ITSM Frameworks

Experience:

• Minimum 10+ years of IT support experience leading or providing Level 2 (L2) application support for Manufacturing, Quality Management Systems (QMS), or Regulatory Systems within the medical device, life sciences, or pharmaceutical industries.
• Demonstrated success in ensuring system reliability, resolving complex incidents, and driving service improvements across critical business applications.
• Hands-on experience supporting platforms such as eQMS, RIMSYS, GRS, Calibration Systems, Quality Inspection, Environmental Monitoring, Document Management, Label Printing, CNC Programming, Laboratory Management, or CCMI software
• Proven ability to collaborate with cross-functional teams, vendors, and business stakeholders to deliver efficient, compliant, and high-quality IT services

Competences:

• Strong communication and stakeholder management skills.
• Calm and composed under pressure; able to handle escalations effectively.
• Hands-on knowledge of ITIL practices and Quality/Regulatory systems support.
• Ability to collaborate across diverse internal IT teams and external vendors (3rd Party vendors).

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 ( https://www.smith-nephew.com/).

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.

• Flexibility Hybrid Work Model (For most professional roles)

• Your Wellbeing: Parents/Parents-in-Law’s Insurance (Employer Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.

• Training: Hands-On, Team-Customized, Mentorship.

#LI-DP1

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