Smith & Nephew

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

Operational Technology (OT) Service Lead

Are you interested in making a global impact? The Operational Technology (OT) Service Lead role directs an OT team to provide worldwide support to our internal customers for OT-developed applications. The support organization is responsive, empathetic, communicative, and knowledgeable about operational technologies generally and about the applications developed by the OT team and other citizen development teams worldwide. The Manager works with the various site / Business Unit OT teams and with Central Operational Technology to develop processes for knowledge transfer and service escalation. They hire and develop staff and ensure 24x7 support prioritized to our internal customers’ needs. They function as a “player-coach”, combining support activity with management activity.

What will you be doing?

• Technical Service Procedure Development and Implementation: Lead development and deployment of global OT service procedures and develop metrics to ensure that customer needs are being met. Assign and direct OT staff and contractors and provide technical and managerial oversight for all team engineers P1-P3. Help site teams to coordinate maintenance and service of OT software and hardware across the manufacturing network. As needed “hands on” software / hardware development and project participation may be required with technical acumen at least equivalent to a P3 OT engineer.
• Strategic planning: Develop long range strategic plans for the OT service capability consistent with S+N STOX strategy. Coordinate with site/central OT leadership to prioritize support efforts and establish objectives.
• Documentation: Direct the development and maintenance of all support documentation for OT processes and applications. Develop clear, concise, and comprehensive processes and procedures.
• Budget: Provide input to the VP OT in development of Group budgets. Manage site budgets for personnel, equipment, and capital expenditures. Prepare and submit Capital Expenditure Requests for equipment. Responsible to meet financial objectives.
• Personnel management and development: Develop, maintain and carry out personnel and organizational plans for the worldwide support team. Develop coverage schemes to ensure 24x7 worldwide availability of support personnel. Project future group needs for staffing and skill set and organize staff and recruiting activities as required to ensure successful completion of goals. Oversee development plans to ensure the technical excellence and engagement of the staff. Ensure appropriate training and processes are developed and delivered as required.
• Direct Support: Participate as a member of the OT support team in receiving, prioritizing, and addressing service requests from worldwide S+N sites consistent with established SLA’s

What will you need to be successful?

Successful candidates would need the following:

Travel:

• Domestic/International up to 10%

Education:

• BS (MS preferred) in Engineering, Science, or related field: Manufacturing Engineering, IT, Industrial Engineering preferred

Licenses/Certifications:

• Lean/Six Sigma methodologies and application preferred;
• IT certifications or project management certifications preferred

Experience:

• 5+ years related manufacturing/engineering experience in a medical device manufacturing environment (reduce if advanced degree)
• 2+ years managing individual contributors,
• 5 years in a technical service role for software or manufacturing technologies.

Competencies:

• Languages: Fluent in English, Spanish. Chinese language skills a major plus.
• Execute Plans & Strategies to Deliver Results: Demonstrated ability to understand strategies, develop associated objectives and project schedules, and effectively communicate goals and project schedules team members for key programs. Directs resource allocation and manages team members to deliver on objectives and overcome complex challenges. Ability to present in meetings with Executive Leadership to communicate status, progress, and actions. Delivers on Commitments.
• Technical Leadership: Can leverage practical technical experience to drive strategic and tactical decisions and make appropriate staffing decisions. Can influence other team members from other cross-functional groups. Excellent presentation and communication skills, in particular in explaining complex technical subjects. Act in a professional manner (speech, dress, manerisms, etc.). Communicate with patience and empathy in difficult settings and with associates from diverse cultures.
• Understanding & Managing the Company Financials: Working knowledge of standard costing, and capex/project appraisal. Develops budget and projects CapEx spending for the team, prepares CER's, approves purchase requisitions in accordance with project needs. Maintains focus on budgeted line items and works to deliver commitments within budget limitations.
• Leadership & People Development: Understands and reinforces Smith+Nephew's vision and culture. Develops a consistent vision and high performance culture for the team. Manages staff of high-skilled individual contributors. Defines performance goals with measurable outcomes. Ability to identify and target talent for staff recruitment and to develop and evaluate professional talent. Ability to partner with professional talent to build and execute upon individual development plans.
• Defining Strategic Direction & Strategy Development: Able to interpret strategic direction and propose objectives, projects and activities to move their team in that direction. Ensures team members understand how their work supports the organization and/or company strategy.
• Technical Knowledge & Understanding: Effectively provides Engineering support & technical conflict resolution. Solid technical expertise in Operational Technology subject areas (e.g. MES, shop floor automation, factory IT) and an ability to assist teams or individuals in addressing OT issues.
• Global Focus: Will support S+N factories worldwide; must be able to sustain empathetic and effective communications acroee global cultures.
• Work on an Island: Function independently in managing the OT support strategy with a Central OT and OT management not in proximity. Will need to work outside of standard shift in order to ensure worldwide support.

SCOPE:

• Budget: Responsible for developing and managing annual CapEx and Operating budgets for team.
• Supervision: Responsible for managing a team of OT Engineers (P1-P3), Technicians, and contractors to deliver OT programs to meet objectives. Expected to train/develop/mentor and to handle performance management activities.
• Internal Relationships: Works with global OT site teams and site manufacturing and HSE to ensure support is delivered to plan
• External Relationships: Suppliers of contract services. Active in industry consortiums and panels as appropriate to ensure the team is up to date with current trends
• Organization Influence: Member of OT leadership team. Global scope as a partner with site OT teams and leadership,
• Limits of Authority: Responsibility for developing and managing budget for operational and capital expenditures for the team with regard to OT strategy.

You. Unlimited

Inclusion and equity: Committed to Welcoming, Celebrating and Thriving, learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/)

Other reasons why you will love it here!

• Your future: stock purchase program, referral bonus, subsidy in transport and food, recognition program.
• Work/Life Balance: Extra days off, birthday off, voluntary hours.
• Your Wellbeing: company doctor, medical insurance, gym, health campaigns, employee assistance program, parental leave,
• Flexibility: Hybrid work model (for more professional roles), flexible schedules.
• Training: Training program, unlimited learning.
• Extra perks: employees association, and more…

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