Back to SearchWe are seeking a visionary Senior Service Delivery Program Manager to spearhead our organization's service delivery initiatives, ensuring stellar performance and client satisfaction.
This strategic leadership role entails managing comprehensive service programs, designing innovative delivery frameworks, and fostering robust stakeholder relationships to enhance business growth and operational efficiency.
Responsibilities
- Oversee the management of programs, projects, and organizational segments
- Maintain project governance while engaging consistently with senior management
- Regularly update stakeholders on project milestones and progress, ensuring alignment on key priorities
- Advocate for and implement best practices in service delivery
- Actively identify and lead the integration of industry trends
- Develop and maintain strategic relationships with high-level customers
- Design customized service delivery frameworks to meet client demands
- Allocate resources to efficiently monitor and maintain service delivery systems
- Lead collaboration and manage relationships with both global and local stakeholders
- Promote a culture of continuous improvement within all operations
- Create and enforce risk management strategies to reduce disruptions
- Develop and roll out training programs to enhance team skills and knowledge
- Ensure strict adherence to client’s standards and regulatory compliance
- Champion the adoption of innovative technologies to enhance service delivery
- Regularly review and refine service delivery metrics and performance indicators
Requirements
- Minimum of 8 years in IT with at least 5 years focused on service delivery or project/program management
- Demonstrated ability to manage large teams or significant projects
- Proficient in handling complex and urgent situations with efficiency
- Strong track record of developing visionary strategies and cohesive delivery approaches
- Comprehensive experience in creating, advocating, and implementing advanced delivery concepts
- Skilled in managing result-oriented service delivery frameworks
- Thorough knowledge of service delivery processes, practices, and strategies
- Proven capability to conceptualize and implement robust service delivery frameworks from scratch
- Effective in mentoring teams and leading them to achieve positive results
- Experienced in managing the complete spectrum of a delivery organization
- Skilled at handling service lifecycle issues, conflicts, and competing demands
- Trusted by top management to handle client relationships and develop collaborative partnerships
- Fluent in English with a C1 level proficiency or higher
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