Director, GBS Service Management

Director, GBS Service Management & Customer Experience

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

The Director of Service Management and Customer Experience will define and drive the strategic direction of service management across Global Business Services (GBS) and the broader Smith+Nephew organization. This leadership role is pivotal in elevating service delivery, strengthening stakeholder and customer engagement, and fostering a culture rooted in performance, accountability, and continuous improvement. The incumbent will champion operational excellence and ensure that GBS and all services under the Service Management umbrella consistently deliver measurable business value.

What will you be doing?

Leadership & Culture

• Build and lead a high-performing, inclusive, and engaged team of 20-30 individuals across our GBS centres .
• Foster a culture of collaboration, care, and continuous improvement.
• Champion talent development, succession planning, and employee. engagement

Service Management & Operational Excellence

• Define and execute the GBS Service Management strategy in alignment with broader business goals.
• Manage the GBS Service Portfolio to ensure services meet evolving business needs.
• Establish and monitor service performance metrics (SLAs/KPIs) and value delivery scorecards.
• Identify and implement opportunities for service efficiency and cost optimisation.

Customer & Stakeholder Experience

• Promote a customer-first mindset across all service interactions.
• Lead Voice of the Customer (VoC) initiatives and drive improvements in satisfaction and Net Promoter Score (NPS) for GBS and with the trajectory beyond GBS.
• Enhance service accessibility and usability through intuitive support channels and self-service tools.
• Oversee service design and user experience initiatives to improve engagement and adoption.

Business Partnership & Governance

• Build strong relationships with business stakeholders to align services with strategic priorities.
• Lead demand and capacity planning to ensure GBS services are scalable and future-ready.
• Implement governance frameworks to ensure accountability and transparency in service delivery.

Technology Enablement (Business-Focused)

• Oversee the strategic use of enabling platforms (e.g., ServiceNow) to support service delivery in partnership with IT.
• Ensure technology investments are aligned with business needs and deliver tangible outcomes.
• Promote automation and innovation that enhance service efficiency and user experience.

What will you need to be successful?

• 5–10 years of leadership experience in service management, customer experience, in a GBS environments.
• Proven ability to lead transformation and deliver measurable business outcomes.
• Strong understanding of service design, performance management, and stakeholder engagement.
• Experience managing diverse teams and fostering a high-performance culture.
• Excellent communication, strategic thinking, and relationship-building skills.

Preferred Certifications

• ITIL 4 Foundation or higher strongly preferred
• Familiarity with service management platforms (e.g., ServiceNow)
• Certifications in project or process excellence (e.g., PMP, Agile, Lean Six Sigma) are a plus

You. Unlimited.

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

Your Future: annual bonus, life insurance, company stock saving plan

Work/Life Balance: paid volunteering hours, flexible approach

Your Wellbeing: private health care with dental care package, multisport card/my benefit platform

Flexibility: possibility of working in hybrid model

Training: Hands-On, Team-Customised, subsidies for language classes, certifications and postgraduate studies

Extra Perks: referral bonus, recognition program, mentoring program

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