Back to SearchDirector, Service Delivery Manager
Hybrid in United States of America: Dallas
Delivery Management& 5 others
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EPAM is seeking a Director, Service Delivery Manager to be the single point of accountability for a large, global 24x7 application operations service for one of our Healthcare clients. You will lead delivery, client relationships and the continued evolution of the service, including AI-driven automation. A hands-on approach and an entrepreneurial mindset are essential.
Req.#1095105158
Responsibilities
- Own the overall health and performance of a large managed service, including governance, KPIs, SLAs, risks and escalations
- Be EPAM’s primary relationship owner with senior client stakeholders, up to CIO and C-level
- Translate delivery performance into business outcomes in executive reviews, QBRs and steering committees
- Build trusted advisor relationships that position EPAM for long-term growth
- Lead, develop and grow a large, globally distributed team across multiple delivery functions
- Plan for capacity, organization design, succession and capability development to keep the team high-performing
- Foster a high-accountability culture focused on engagement, retention and continuous learning
- Drive continuous service improvement, operational excellence and cost optimization through automation and AI Ops
- Define and evolve the service strategy and roadmap, including the adoption of AI-driven tooling
- Own incident and problem management, and keep service stability within agreed commitments
- Reduce recurring incidents and ticket volume through root-cause fixes and process improvement
- Join major incident calls and keep client leadership informed and confident under pressure
- Manage contractual obligations, SOWs, change requests and financial targets, including margin
- Establish consistent delivery practices, tooling, reporting and quality standards
- Partner with account leadership to identify opportunities and increase long-term client value
Requirements
- 15+ years in IT services, including 8+ years leading application operations, managed services or IT delivery teams
- Strong ITSM/ITIL expertise, with hands-on experience improving service processes
- Experience leading large, distributed teams in a 24x7 delivery model
- Technical depth to understand and challenge what your teams are doing, including a good understanding of cloud and automation
- Executive presence: credibility with C-level stakeholders, including during high-severity incidents
- Experience managing SOWs, SLAs and contractual commitments
- Excellent communication, influencing and negotiation skills
- Flexibility to work with a global team at varying hours
- Based in the United States and aligned to US time zones
Nice to have
- Technical background in application support and development
- Software architecture experience
- Hands-on experience with AI Ops or automation programs