Back to SearchSenior Service Delivery Manager / Transition Manager
Remote in Czech Republic, Slovakia
Service Delivery Management
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EPAM is seeking a Service Delivery Director to be the single point of accountability for a complex, multi-workstream program
spanning AMS, infrastructure and data platform operations, and product sustainment. You will lead delivery governance, commercial management, and executive client relationships. An entrepreneurial mindset is essential.
Responsibilities
- Own program health across all workstreams: governance cadence, KPIs, SLAs, escalations, and risks
- Run the RAID process and define reporting, dashboards, and steering committee packs
- Drive consistent delivery practices, tooling, and quality standards across workstreams
- Be EPAM’s primary relationship owner with senior client stakeholders across geographies
- Lead steering committees, QBRs, and executive briefings; translate delivery performance into business language for C-level audiences
- Build trusted advisor relationships that position EPAM for long-term growth
- Lead knowledge transfer from incumbent vendors, onboard EPAM teams, and establish steady-state operations
- Design the target operating model with AI-native capabilities (agentic workflows, GenAI copilots, intelligent monitoring) built in before go-live
- Stand up monitoring and alerting during Build so each account launches with early warning in place
- Own the transition risk plan, readiness criteria, go/no-go checkpoints, and hypercare with zero disruption to critical operations
- Own incident and problem management, and hold system performance and stability within agreed SLAs
- Tune automation and AI-native tooling in production, and feed lessons back into Build
- Reduce recurring incidents and ticket volume through root-cause fixes and automation
- Own the GenAI and automation roadmap as core to the delivery model, not a side initiative
- Keep AI-native capabilities current and share proven practices across EPAM
- Own revenue forecasting, margin tracking, cost modelling, and billing accuracy
- Manage SOWs and change requests; protect against uncompensated scope creep
- Develop organic growth opportunities and lead expansion proposals with the account team
- Lead and develop workstream leads, delivery managers, and specialists in a high-accountability culture
- Improve employee NPS and reduce project attrition
- Contribute to talent acquisition, succession planning, and EPAM’s delivery management community
Requirements
- 10+ years in Managed Services or IT delivery leadership, with direct ownership of both Build and Run (steady-state operations)
- Proven experience managing large-scale, complex programs with strategic business impact
- An entrepreneurial mindset: ownership, initiative, and a drive to build and grow
- Expertise in vendor consolidation, including transition execution and knowledge retention
- Strong background in Application Managed Services delivery and governance
- Hands-on experience implementing AI-native solutions and process automation
- Track record of AI-driven optimization with measurable outcomes
- Ability to drive efficiency and cost optimization through technology-driven process improvement
- Working knowledge of service design, SIAM, ITIL, DevOps, and monitoring and alerting at scale
- Track record of improving client satisfaction and employee NPS, including reducing attrition
- Creative problem-solving in restrictive or highly regulated environments
- Excellent negotiation, influencing, and communication skills with senior stakeholders
- Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field
- Nice to Have
- ITIL v4/v5 certification or equivalent
- Cloud platform experience (AWS, Azure, or GCP)
- AI certifications
- . Experience restructuring delivery teams to meet changing business objectives