Service Delivery Manager - MDM

Smith & Nephew (S+N) is a large multinational Medical Technology organization with an extensive Enterprise Applications ecosystem to run end-to-end business operations. Master Data Management (MDM) is at the core of this ecosystem to create, govern and maintain trusted master records, and to establish a single source of truth across the enterprise. At S+N, Syndigo and Alation are our primary MDM and data governance platforms, amongst others. These MDM systems are tightly integrated with ERPs, other best-in-class enterprise systems such as PLM (Windchill), Data Warehouse (Snowflake), CRM (Salesforce), HR (Workday), and also external regulatory and marketplace platforms like GDSN.

 We are seeking a Service Delivery Manager (SDM) for MDM who is responsible for end-to-end service delivery, operations and continuous improvement of Master Data Management (MDM). The SDM owns the service lifecycle from Inception to Build through Run. This role ensures platform stability, data integrity and data quality while driving governance, vendor management, and roadmap execution. The role serves as the primary interface between business stakeholders, data governance, IT, and external partners to ensure the MDM platform supports business growth, digital transformation, and data-driven decision-making.

 This role is also expected to prepare for our strategic ERP transition to SAP S/4HANA. Therefore, this role is both strategic and pivotal, playing a key part in enabling Smith & Nephew's digital transformation and continued growth over the coming years.

 Responsibilities:

- Own end-to-end service delivery for the Syndigo MDM platform, ensuring platform availability, stability, performance, and reliability.

- Establish, monitor, and report on SLAs, KPIs, operational metrics, and service health indicators.

- Lead incident, problem, change, release, and operational governance processes.

- Drive production support effectiveness, issue resolution, root cause analysis, and service improvements.

- Ensure data consistency, integrity, and operational compliance across all mastered data domains.

 Platform Ownership, Strategy & Roadmap (20%)

- Serve as the overall platform owner for Syndigo MDM, accountable for platform vision, strategy, and long-term roadmap.

- Define and prioritize platform enhancements, technical debt reduction, and capability expansion.

- Partner with business stakeholders, IT teams, and data governance functions to align investments with business priorities.

- Drive platform adoption, business process integration, and realization of business value.

- Evaluate emerging capabilities and establish strategic direction for the MDM ecosystem.

- Lead major MDM initiatives, platform upgrades, S/4HANA transformation programs, and strategic data management projects.

- Manage project plans, resource allocation, risks, dependencies, budgets, and delivery milestones.

- Coordinate cross-functional teams to ensure successful execution of transformation initiatives.

- Provide executive-level stakeholder communication, status reporting, and escalation management.

- Drive organizational change management, user enablement, training, and adoption activities.

- Manage strategic relationships with Syndigo and external implementation/support partners.

- Oversee vendor performance, service quality, contract deliverables, and roadmap alignment.

- Lead licensing, contract renewals, commercial negotiations, and budget planning activities.

- Ensure vendor accountability through performance reviews, KPIs, and governance meetings.

- Drive collaboration between internal stakeholders and external partners to maximize platform value.

- Identify opportunities to automate, simplify, and optimize MDM processes and integrations.

- Leverage best practices in MDM, data management, and digital platforms.

- Measure business value and continuously improve platform ROI.

 

Location: Pune 

Experience:

- 10+ years of experience in data platforms, MDM, or enterprise applications.

- 5+ years in a service delivery, platform owner, or product owner role.

- Proven experience in MDM Implementations with Syndigo MDM platform (or similar MDM platforms such as Syndigo, Informatica, Reltio, SAP MDG, Stibo, etc.)

- Proven experience in Data Governance Platforms like Alation, Collibra etc.

- Proven experience managing enterprise platforms in a global, complex environment.

- Experience managing vendors, contracts, and large system integrators.

- Strong understanding of MDM concepts, data governance, data quality, and data lifecycle management.

- Experience with product information management (PIM), supplier data, and omnichannel data syndication.

- Strong understanding of API-driven and cloud-based architectures (e.g., AWS, Azure).

- Familiarity with cloud platforms, security, and compliance.

- Strong understanding of SAP Customer, Material, and Vendor Master Data, with an understanding of end-to-end Order-to-Cash (O2C) and Procure-to-Pay (P2P) business processes and their master data dependencies.

- Experience in master data management, fit-gap analysis, business process harmonization, and deployment governance.

- Experience working within regulated industries, particularly Medical Devices, Pharmaceuticals, or the broader Life Sciences sector, is preferred.

- Minimum of 7 years of Experience in MDM Platforms implementation and service delivery in complex, multinational environments.

- Experience supporting SOX, ITGC, and internal/external audits. Understanding of master data controls, access governance, change management, and segregation of duties (SoD).

- Strong stakeholder management and executive communication skills.

- Proven ability to lead cross-functional programs and delivery teams.

- Strong commercial acumen and experience working with procurement.

- Ability to operate at both strategic and operational levels.