Global Service Program Manager

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

What will you be doing?

As a Program Manager in our Global Service organization, you’ll lead large-scale, complex programs from ideation through commercialization. You’ll collaborate closely with R&D, Marketing, Quality, and Regulatory Affairs to drive new product and service development, external partnerships, and operational initiatives—all while ensuring compliance with global market needs and regulatory standards.

You’ll bring urgency and a proven track record of innovation and operational excellence, introducing new technologies, processes, and service business models. Your leadership will span cross-functional teams across R&D, Quality, Regulatory, Legal, IT, Operations, and Commercial, helping to implement and maintain portfolio governance.

You’ll also drive cross-regional collaboration, program governance, and service scalability through project planning, team facilitation, lifecycle solutions, digital platforms, and business process optimization—all aligned with our long-term service growth strategy.

Program Leadership & Governance

• Lead global service programs from concept to launch, ensuring timely and budget-conscious delivery.
• Manage governance, phase gate reviews, and design control processes.
• Ensure regulatory and legal compliance across all service initiatives.
• Identify strategic improvements to grow the PMO.
• Develop and maintain risk management plans.
• Lead cross-functional risk assessments and mitigation strategies.
• Support global sunsetting of service offerings.

Cross-Functional & Regional Collaboration

• Form and lead matrixed teams across key functions.
• Align service strategies across Americas, International, and Emerging Markets.
• Partner with regional and commercial leaders to prioritize and execute market-driven programs.

Service Innovation & Business Impact

• Develop and manage project plans, budgets, and resources.
• Drive revenue growth and cost savings through lifecycle service models, refurbishment, and repair.
• Collaborate with Finance and Business Units to align programs with P&L goals.

Digital Transformation & Service Enablement

• Lead service digitization using platforms like Salesforce, ServiceMax, SAP, and Windchill.
• Design and implement training programs for internal and external stakeholders.
• Champion serviceability integration into product design and post-market strategies.
• Manage third-party vendors and suppliers for service delivery.
• Negotiate contracts and monitor service level agreements.
• Support new business models including rentals, consignment, and lifecycle solutions.

Stakeholder Engagement & Reporting

• Provide regular updates to senior leadership on program status and risks.
• Collaborate with Franchise leadership to shape the global service pipeline.
• Present to governance bodies and executive forums.

Quality, Compliance & Customer Focus

• Ensure adherence to ISO 13485, 21 CFR 820, and GMP practices.
• Maintain a customer-centric approach by aligning programs with unmet needs and reliability goals.

Continuous Improvement & Team Development

• Standardize global service program management tools and templates.
• Lead post-project reviews to embed lessons learned.
• Mentor junior project managers and support talent development.

What will you need to be successful?

Education:

• Bachelor’s degree in Engineering, Business, or a related field (advanced degree preferred).

Experience:

• At least 7 years of program management experience.
• Preferred background in medical devices, healthcare service operations, global project management, or lifecycle service programs.

Certifications:

• PMP, Lean Six Sigma, Agile certifications are a plus.

Technical Skills:

• Proficiency in MS Project, Smartsheet, Salesforce, ServiceMax, SAP, Windchill, and Syndigo.

Travel:

• Up to 15% global travel required.

The anticipated base compensation range for this position is $90,000 - $165,000 USD annually. The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity. It is not typical for an individual to be hired at the high end of the range for their role at Smith + Nephew. Compensation decisions are dependent upon the fact