Back to SearchSenior Service Delivery Manager
Service Delivery Management, Incident Management (ITSM), Problem Management (ITSM), Project Team Management, Change management, Product Management
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We're on the lookout for an adept Senior Service Delivery Manager to strengthen our remote team.
The role involves working intimately with client-side stakeholders to ensure our services are delivered in a timely and efficient manner. Your responsibilities also encompass identifying areas for improvement and implementing processes such as incident management and change management. A strong understanding of both functional and technical requirements, coupled with your expertise in support management, is crucial to excel in this role.
Responsibilities
- Leading a Scrum team and managing the organization
- Bridging communication gaps between L2 and L3 support
- Pinpointing areas for platform improvement and instigating processes like incident management and change management
- Facilitating the creation of plans and roadmaps
- Monitoring progress and regularly reporting status
- Executing the issues escalation process
- Collaborating effectively with delivery teams for smooth project completion
- Establishing SRE communication loops of improvements (RCAs, Post Mortems, Retrospectives)
- Ensuring the project aligns with success criteria
Requirements
- A minimum of 4 years of experience in project management and service delivery
- Familiarity with ITIL processes, including change management, incident management, and problem management
- Effective communication skills with key client-side stakeholders
- Prior experience in support management, with a concentration on incident and problem management
- Proficiency in understanding both functional and technical requirements
- Proven leadership skills and the capability to lead by example
- Experience in a multicultural environment
- Advanced proficiency in English, with superior verbal and written communication skills
Nice to have
- A technical background in application development
- Experience in software architecture
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