Manager, Global Service Operation Systems & Analytics

Life. Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.

The Manager, Global Service Operations Systems & Analytics leads the governance, optimization, and continuous improvement of global service operations systems, data, and analytics. This role enables scalable, standardized service operations across direct and distributor markets and drives ERP and Service Max excellence, data-driven decision-making, operational efficiency, and service margin optimization. The role partners closely with Service Operations, IT, Supply Chain, Finance, and regional service leaders to align business needs with system capabilities.

• Lead global governance and continuous improvement of service ERP and CRM systems, including Service Max.
• Drive global Service Max implementation and enhancements in partnership with IT.
• Standardize global service administrative processes to improve scalability, consistency, and efficiency.
• Act as the primary business interface and tester for ERP/CRM enhancements and releases.
• Own global data quality, install base governance, and resolution of system issues.

• Lead spare parts and finished goods forecasting activities to improve accuracy and service continuity.
• Oversee global service inventory to balance customer uptime, cost, and working capital.
• Optimize and standardize global service ordering and supply processes.
• Partner with Supply Chain and Operations on service planning and cross-regional stock allocation.
• Ensure spare parts pricing accuracy and governance in ERP systems.

• Own global service operations reporting cadence and KPI governance.
• Design and deploy global service dashboards and performance tracking.
• Deliver executive-level insights on operational performance, demand, cost, and margin.
• Partner with Finance on service cost and margin analytics.
• Leverage Service Max, Excel, Power BI, and PowerPoint to support strategic and operational decisions.

• Bachelor’s degree required.
• 8+ years of experience in global or regional service operations and analytics (medical devices or regulated industries preferred).
• Strong hands-on experience with Service Max and ERP-based service environments.
• Proven expertise in operational analytics and cross-functional problem solving.
• Strong leadership, stakeholder management, and communication skills.
• Advanced proficiency in Excel and Power BI.
• Native or bilingual proficiency in English.

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

Inclusion and Belonging: Committed to welcoming, celebrating and thriving on inclusion and belonging. Learn more about our Employee Inclusion Groups on our website

Your Future: Generous annual bonus and pension schemes, Save As You Earn share options

Work/Life Balance: Flexible vacation and time off, paid holidays and paid volunteering hours so we can give back to our communities

Your Wellbeing: Private health and dental plans, healthcare cash plans, income protection, life assurance and much more

Flexibility: Hybrid working model (for most professional roles)

Training: Hands-on, team-customised, mentorship

Extra Perks: Discounts on gyms and fitness clubs, salary sacrifice bicycle and car schemes and many other employee discounts

Smith+Nephew is committed to societal good through investments in people and patients, emphasizing inclusion, generous financial benefits, work-life balance, wellbeing programs, flexible hybrid work, tailored training, and various employee perks such as discounts and health plans.

Stay connected by joining our Talent Community. We’re more than just a company — we’re a community! Follow us on Linked In 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.