Global Service Program Manager

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 facts and circumstances of each position and candidate. In addition to base pay, we provide competitive bonus and benefits, which include medical, dental, and vision coverage, 401k, tuition reimbursement, medical leave programs, parental leave, and generous PTO, paid company holidays annually and 8 hours of Volunteer time and a variety of wellness offerings such as EAP.

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

This is where you belong.