Associate Delivery Manager

Application Support, IT Service Management (ITSM), Service Discovery, Communication

We are looking for an Associate Delivery Manager to join our dynamic team.

The successful candidate will oversee the daily operations of our help desk technicians and support engineers, ensuring optimal performance and customer satisfaction. The role demands a strategic thinker with proven project management skills and a strong background in IT service management.

Responsibilities

Supervise and enable help desk technicians to respond efficiently to inbound calls and tickets
Lead a business organization efficiently
Own support issues and engage necessary expertise
Resolve escalations adeptly and excel in customer communication
Monitor support trends and optimize processes continuously
Ensure top-notch quality management and adherence to service level agreements
Spearhead career development and performance evaluations for the team
Cultivate leadership capabilities within the team
Organize team work schedules and maintain process documentation
Uphold policy and procedure compliance within the team
Formulate influential operating policies
Establish operational standards for the team
Independently manage teams and daily operations confidently
Fulfill the role of a senior service desk manager

Requirements

Minimum 7 years’ experience in roles such as Developer, SysAdmin, or DevOps managing complex environments
Background in managing multiple IT service clients and large teams (20+ resources)
Proven track record in managing customer escalations, contracts, and team rotations
Strong capability to identify and address customer-specific needs
Demonstrated ability to foster a strong team environment
Expertise in coaching and mentoring team members
ITIL Foundation certification (v3 or higher)
Demonstrated creativity, maturity, and proactive problem-solving attitude
Detail-oriented with ability to manage escalated incidents and adapt quickly
Proficiency in creating clear, high-quality deliverables
Experience handling human factors and delivery complexities effectively
Capability to define realistic mid and long-term roles for the team, manage constant changes, and deploy new services efficiently

Benefits

International projects with top brands
Work with global teams of highly skilled, diverse peers
Healthcare benefits
Employee financial programs
Paid time off and sick leave
Upskilling, reskilling and certification courses
Unlimited access to the LinkedIn Learning library and 22,000+ courses
Global career opportunities
Volunteer and community involvement opportunities
EPAM Employee Groups
Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn