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Delivery Manager
Application Support, IT Service Management (ITSM), Service Discovery, Communication
We are seeking a driven and seasoned Delivery Manager to lead our team of support engineers and help desk personnel effectively and efficiently.
In this capacity, you will focus on delivering high-quality support services to our clients while guiding your team members' performance and professional growth.
Responsibilities
- Oversee and guide help desk technicians in responding promptly to inbound calls and tickets
- Direct the operations of a business unit and autonomously make decisions on team management and daily functions
- Demonstrated success in management across projects, programs, and organizational units
- Take responsibility for support challenges, involving additional experts when necessary
- Handle critical issues, ensuring clear communication with customers
- Analyze support trends, modify processes, and synchronize with business needs for ongoing refinement
- Review ticket responses for quality control and adherence to promised service levels
- Foster career growth and strategic performance planning within the team
- Cultivate leadership skills within the team
- Evaluate and manage team member performance
- Organize team schedules, lead staff meetings, and oversee team process documentation
- Confirm team compliance with policies, procedures, and organizational standards
- Define and shape operational policies
Requirements
- 10+ years of experience in a Developer, SysAdmin, or DevOps role within complex environments
- Proficiency in managing multiple IT service clients
- Background in managing teams of 20+ members
- Self-driven, proactive nature, with a keen ability to discern customer needs and address resource issues
- Strong track record in handling customer escalations, contracts, and rotations
- Excellent skills in team development and coaching
- ITIL Foundation certification (v3 or higher)
- Creativity and a mature, proactive approach
- Detail-oriented with abilities to resolve escalated incidents and communicate professionally
- Flexibility to adapt and learn new skills swiftly
- Experience in managing human elements and delivery challenges without impact
- Capability to envision realistic roles for the mid and long-term
- Fluent English communication skills at a C1 level
Nice to have
- Exposure to Cloud Providers such as AWS, Google, and Azure
- Expertise in mentoring and team development
- Familiarity with Service Desk documentation design standards
- Understanding of core Scrum concepts and methodologies
- Advanced ITIL certifications (Service Operations, Service Transition, Service Operations)
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