Service Order Management Sr. Specialist

Company Description

Every minute of every day, Smiths Detection’s threat detection and security screening technology helps to protect people and infrastructure, making the world a safer place. 

Smiths Detection is a global leader in the development, manufacture and management of security and detection solutions designed to make the world a safer place. Our technology provides threat detection and screening solutions for customers in our key markets: aviation, ports and borders, defence, and urban security.

Our expertise spans 21 global offices, seven manufacturing sites and five R&D centres, with a global network of 3,500 dedicated colleagues contributing towards over 40 years at the frontline of advances in safety and security.  

This results in careers built on variety and the opportunity to work on a range of state-of-the-art solutions, where you can develop your knowledge and experience every day.

Job Description

Service Operations is a critical part of the infrastructure at Smiths Detection. This position is based within the Global Service Centre (GSeC) team and supports one of the key workstreams responsible for the Aftermarket business and Service Operations.

The Senior Specialist, Contract Management is responsible for the end-to-end administration, activation, maintenance, and operational governance of service contracts across SAP and ServiceMax. The role ensures contract accuracy, timely activation, compliance, and effective resolution of contract-related issues while serving as a subject matter expert for contract administration processes.

The Senior Specialist works closely with Service Delivery, Contract Administration, Sales, Commercial, GSeC workstreams, and Service Operations to drive operational excellence, strengthen process consistency, monitor performance, and support continuous improvement across the contract lifecycle.

Key Responsibilities

Contract Management

• Manage the end-to-end processing of service contracts - order entry, creation and update of extended warranty contracts in SAP, and activation in ServiceMax.
• Review equipment warranty status, contractual entitlement, and relevant service coverage prior to order processing and contract activation.
• Perform detailed validation of contract documentation to ensure completeness, accuracy, and compliance with established requirements.
• Process contract amendments, renewals, extensions, cancellations, and other contractual changes accurately and within agreed timelines in SAP.
• Maintain high levels of contract data accuracy and consistency across SAP, ServiceMax.
• Proactively manage contract backlogs, work queues, and shared resource mailboxes, ensuring timely action and no overdue items.
• Drive on-time contract activation in ServiceMax by proactively monitoring pending activities and resolving operational dependencies.
• Identify and address contract exceptions, discrepancies, and system or data issues that could impact service delivery, billing, or customer entitlement.
• Maintain appropriate documentation and audit trails in accordance with company policies, procedures, and standard work.

Operational Excellence

• Provide subject matter expertise in contract administration, supporting the team in managing complex cases, process exceptions, and operational challenges.
• Resolve contract-related issues and data discrepancies.
• Coordinate with relevant internal and external stakeholders to effectively manage and resolve service fulfilment issues.
• Ensure compliance with company policies, procedures, and standard work.
• Facilitate knowledge sharing and provide subject matter expertise to support effective contract administration activities.
• Identify process gaps and improvement opportunities to increase accuracy, efficiency, and overall operational effectiveness.
• Drive performance monitoring through KPI analysis, proactively identifying gaps, trends, and opportunities to enhance operational effectiveness and continuous improvement.
• Promote a culture of continuous improvement, accountability, quality, and operational discipline across the contract management process.

Stakeholder Management

• Provide Senior Specialist-level support and guidance to the local Commercial Contract Administration team, promoting process quality, consistency, compliance, and best practices.
• Collaborate with:
  • Service Delivery Teams
  • Contract Administration Teams
  • Sales and Commercial Teams
  • GSeC Workstream (PM plan, Installation, Error Management, Billing team)
  • Service Operation Team
• Conduct and actively participate in operational, performance, process, and stakeholder meetings.
• Promote continuous learning by providing guidance, knowledge sharing, and training within the team.
• Support onboarding and capability development of team members by sharing process knowledge, system expertise, and best practices.

Qualifications

Education

• Bachelor’s degree in Business Administration or related field.
• Relevant certifications in contract management or order management end to end are an advantage.
• Experience
• 3+ years of relevant experience in contract administration, service operations, commercial operations, order management, or related functions.
• Experience in a multinational service organization preferred.
• Can work in different shifts, preferably night shifts.

• Systems/Tools Knowledge

• Strong hands-on experience with SAP, Excel, and Power BI. Experience with ServiceMax / Salesforce is an added advantage.
• Understanding of aftermarket service processes and service delivery operations.

• Skills & Competencies

• Knowledge of service contract lifecycle management.
• Data accuracy and process compliance.
• Continuous improvement mindset and Lean principles knowledge.
• Strong attention to detail.
• Analytical and problem-solving skills.
• Effective stakeholder management.
• Excellent written and verbal communication.
• Ability to work independently.
• Experience with automation and process improvement initiatives.
• Understanding of billing and revenue recognition principles.
• A successful candidate would typically be measured on:
• Contract processing accuracy.
• On-time contract activation.
• Backlog management.
• SLA adherence.
• Data quality in SAP and ServiceMax.
• Customer satisfaction and issue resolution.
• Contribution to continuous improvement initiatives.

Additional Information

Join us and we’ll help build your career, with excellent training and opportunities for career growth across the business, both locally and globally. You’ll experience an inclusive environment, with strong leadership and a focus on safety and wellbeing. You’ll also have the flexibility to choose from a wide range of benefits to suit your lifestyle, offering you and your family support from a health and wellbeing, financial and lifestyle perspective.

Join us and work for a world-leader, with the benefits and training to reward your dedication and skills. Be part of a team where we are making the world a safer place.

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

At no time during the hiring process will Smiths Detection, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website.