Service Order Management, Senior Specialist

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, part of Smiths Group 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 3,000 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 Purpose:

The Service Order Management – Spares and Consumables Senior Specialist plays a critical role within the global Service Order Management organisation, supporting the execution and optimisation of the Order to Invoice process for Aftermarket Spares and Consumables.

This role acts as a subject matter expert and escalation point, supporting the Team Lead in driving operational excellence, data quality, standardisation, and compliance across regions. The Senior Specialist contributes directly to the successful transition from Market Order Management teams to a centralised global model, while ensuring high-quality order execution, strong controllership, and an enhanced customer experience.

The role combines hands-on SAP execution, advanced problem solving, stakeholder coordination, and continuous improvement, while also providing day-to-day guidance and functional support to Specialists within the team.

Key Responsibilities

Operational Excellence

• Execute and oversee the end-to-end Order to Invoice process for Spares and Consumables, including complex and high-value orders.
• Act as a senior escalation point for order processing, invoicing, delivery, and customer issues.
• Ensure sales orders are processed accurately and on time, meeting customer commitments and business KPIs.
• Manage backlog hygiene and ensure no past-due orders remain without a clear recovery plan, in line with audit requirements.
• Support eCommerce order processing, ensuring correct system handling and compliance.

SAP & Controllership

• Maintain strong controllership of SAP Order to Invoice activities, ensuring data quality, accuracy, and adherence to Smiths policies.
• Identify, analyse, and resolve SAP-related issues; support change requests, enhancements, and system improvements.
• Support quotation accuracy and order setup to enable correct revenue recognition and pipeline visibility.
• Ensure consistent application of pricing, taxation, incoterms, and contractual terms.

Compliance & Trade Operations

• Manage and validate documentation related to import/export, including customs invoices, packing lists, inspection certificates, and transport documents.
• Support Letter of Credit, licensing, and regulatory requirements in collaboration with Sales, Finance, and Supply Chain.
• Ensure all transactions comply with global trade regulations, tax requirements, and corporate policies.

Stakeholder & Team Support

• Work closely with Sales, Market Order Management, Finance, Supply Chain, and Logistics teams to resolve order-related issues.
• Support the Team Lead by providing functional guidance, coaching, and knowledge sharing with Specialists.
• Contribute to onboarding and training of new team members.
• Actively participate in regional and global meetings, projects, and transformation initiatives.

Continuous Improvement & Reporting

• Contribute to process standardisation, documentation, and best practice sharing across the workstream.
• Support preparation and validation of operational reports and dashboards (order intake, backlog, invoicing, cycle time).
• Identify recurring issues and recommend improvements to enhance efficiency, controls, and customer experience.
• Participate in cross-functional projects supporting Service Operations and Aftermarket transformation.

Qualifications

Education & Experience

• Bachelor’s degree in Business Management, Supply Chain, Finance, or a related discipline.
• 5–7 years of experience in Service Order Management, Sales & Order Administration, Logistics, or Customer Operations.
• Strong hands-on SAP experience across the Order to Invoice lifecycle.
• Experience supporting global or multi-regional operations in a matrix environment preferred.

Technical Skills & Knowledge

• Strong knowledge of Quote to Cash / Order to Invoice processes.
• Practical experience with:
  • SAP order processing, delivery, and billing
  • Pricing, taxation, and revenue controls
  • Import/export documentation and trade compliance
  • Letter of Credit processes
• Advanced working knowledge of MS Excel and reporting tools; dashboard experience preferred.
• High attention to detail with strong analytical and problem-solving capability.

Behavioural Competencies

• Customer-focused, with the ability to balance speed, accuracy, and compliance.
• Confident communicator, able to engage with stakeholders across levels and functions.
• Proactive, self-motivated, and able to work independently with minimal supervision.
• Strong collaboration skills and a mindset of continuous improvement.
• Comfortable working in a change and transformation environment.

Planning, Impact & Scope

• Supports the effective execution of global Spares and Consumables orders through to invoicing.
• Directly impacts customer satisfaction, revenue realisation, and audit compliance.
• Contributes to the success of the centralised Service Order Management operating model.
• Acts as a stabilising and enabling role between Specialists and Team Leadership.

Key Relationships

• Service Order Management Team Leads
• Market Order Management teams
• Sales & Commercial teams
• Finance & Billing
• Supply Chain, Logistics, and Operations
• Global Service Operations stakeholders

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 Group, 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 (Careers - Smiths Group plc)