Service Customer Success Manager (f/m/x) Germany & Italy

Life. Unlimited.

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

Are you passionate about leading teams, improving service delivery and making a real impact for customers? This is an opportunity to take ownership of a regional Service Customer Success organisation and play a key role in shaping how we support customers across Germany and Italy. Based in Munich, this role offers the chance to combine people leadership with hands on operational involvement in a dynamic, international environment.

As Service Customer Success Manager, you will lead and develop a high performing team responsible for delivering outstanding customer service and after sales support. You will set the direction, ensure the right capabilities are in place and stay close to day to day operations, stepping in where needed to keep service running smoothly. Working closely with cross functional partners, you will drive standardisation, improve processes and maintain strong operational control while ensuring customer expectations and contractual commitments are consistently met.

What will you be doing?

Team Leadership and Capability:

Recruit, lead, coach, motivate, develop and performance manage the team to deliver the best possible customer outcomes. Ensure the right team capability, structure and resourcing are in place to meet customer demand and achieve service KPIs across Germany and Italy.

Processes, Systems and Continuous Improvement:

Implement and maintain policies, procedures, systems and ways of working aligned with global service strategy, market requirements and customer needs. Drive standardization, process compliance, simplification and continuous improvement to enhance productivity and service quality.

Operational Delivery and Customer Support:

Provide hands-on operational support and backup to the team when necessary across Germany and Italy.

Operational Control, Stakeholder Management and Financial Performance:

Ensure effective control of customer product returns (recalls, complaints, adverse events) and maintain accurate install base records. Actively manage end-to-end repair coordination and after-sales support activities, ensuring customer expectations and contractual obligations are met. Provide regular reporting to internal stakeholders and ensure alignment across functions to maintain the correct operational direction. Support strong operational and financial performance through service administration, invoice accuracy and capture of billable service activities.

What will you need to be successful?

Success in this role comes from balancing people leadership with operational excellence and a strong customer mindset. You will thrive if you bring:

Relevant professional training (Berufsausbildung) or University Degree in e.g. Business, Supply Chain or Service Management

Min. 5 years of relevant experience in Customer Service / Service Management / Service Operations or equivalent

Preferred: Experience in the Medical Devices industry and/or complex B2B environments

Proven experience leading and developing teams within customer service, operations or service management environments

The ability to manage complexity across multiple countries while maintaining clear priorities and strong stakeholder alignment

A hands on, proactive approach with a focus on continuous improvement and service quality

Strong communication skills, confidence working with systems such as SAP, Salesforce or ServiceMax

Willingness to travel occasionally (30%)

Very good language skills in German and English (written and spoken), Italian skills 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.

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