Walk-in | It Service Delivery Manager

EPAM Systems Inc; Hyderabad; Hybrid; INR 3,500,000 - 7,000,000; Full time

Job summary

EPAM Systems Inc. is seeking a senior Service Delivery Manager to oversee business-critical applications in a distributed, fast-paced setting.

The role requires a proactive leader with deep IT service delivery, AI Ops/AIOps, and modernization expertise to ensure operational excellence, service stability, and transformation outcomes. You will drive AI Ops capabilities across application support, govern delivery, and guide agile processes while collaborating with Engineering, Architecture, QA,

Qualifications

• 15+ years of general IT experience with 5+ years in Service Delivery Management.
• Mandatory hands-on exposure to AI Ops/AIOps in IT service delivery.
• Strong understanding of AIOps concepts, automation, monitoring, and analytics.
• Knowledge of Azure cloud services and front-end frameworks like Angular.
• Familiarity with MS SQL Server, PostgreSQL and related databases.
• Experience with DevOps practices, CI/CD pipelines, monitoring and observability.
• Proven record delivering projects in regulated, large-scale environments.
• Proficient in Agile methodologies and facilitating ceremonies.

Responsibilities

• Manage delivery of complex applications, meeting quality, deadlines, and SLAs.
• Lead cross-functional teams across distributed locations for alignment.
• Drive AI Ops/AIOps capabilities across delivery to improve incidents and reliability.
• Implement and maintain governance, risk management, and compliance structures.
• Facilitate Agile processes including sprint planning and backlog refinement.
• Collaborate with technical teams on development, modernization, and cloud transformation using Java/Angular/Azure/SQL Server.
• Monitor delivery metrics, identify risks, and remove impediments.
• Serve as focal point for business, technology, and leadership stakeholders.
• Contribute to technical roadmaps and actionable modernization plans.
• Ensure stability, performance, scalability, availability, and resilience.
• Drive continuous improvement in delivery processes, automation, and operations.
• Identify opportunities for AI-driven automation and intelligent monitoring.
• Support regulatory compliance in the insurance/reinsurance domain.

Skills

IT service delivery

AI Ops/AIOps

Agile methodologies

Leadership

Stakeholder management

Communication

Governance

DevOps practices

Problem-solving

Change management

Education

Bachelor's degree in Computer Science or related field

Master's degree preferred

Tools

Azure

Angular

MS SQL Server

PostgreSQL

CI/CD pipelines

DevOps tooling

AIOps platforms

Job description

Service Delivery Manager

We are looking for a motivated and results-oriented Service Delivery Manager to oversee the successful delivery of business-critical applications in a distributed, fast-paced environment. This role demands a proactive professional with a strong background in IT service delivery, AI Ops/AIOps, modernization initiatives, and Agile methodologies to ensure operational excellence, service stability, and transformation outcomes.

Responsibilities

• Manage the delivery of complex business applications, meeting quality standards, deadlines, service levels, and stakeholder expectations.
• Oversee cross-functional teams including Engineering, Architecture, QA, BA, DevOps, and Operations across distributed locations, ensuring alignment and collaboration.
• Drive and leverage AI Ops/AIOps capabilities across application support and service delivery to improve incident management, monitoring, root-cause analysis, service reliability, and operational efficiency.
• Implement and maintain service delivery governance, risk management, compliance, and operational control structures.
• Facilitate Agile processes, including sprint planning, backlog refinement, and release planning, to ensure predictable delivery.
• Collaborate with technical teams on application development, modernization, integration, and cloud transformation using Java, Angular, Azure, and SQL Server.
• Monitor delivery and operational metrics, identify risks, and resolve impediments to maintain project and service performance.
• Act as a focal point for business, technology, and leadership stakeholders for all delivery-related matters.
• Contribute to defining technical roadmaps and actionable plans aligned with business objectives and modernization goals.
• Ensure stability, performance, scalability, availability, and resilience of applications running in distributed environments.
• Drive continuous improvement across delivery processes, service operations, automation, and operational performance.
• Identify opportunities to implement AI-driven automation, intelligent monitoring, predictive analytics, auto-triaging, and AI-assisted incident/problem management.
• Support compliance with regulatory requirements relevant to the insurance/reinsurance domain.

Requirements

• Bachelor's degree in Computer Science or a related field; Master's degree preferred.
• 15+ years of general IT experience, with 5+ years in Service Delivery Management roles.
• Mandatory hands-on experience or strong practical exposure to AI Ops/AIOps in IT service delivery or application operations.
• Strong understanding of AIOps concepts, intelligent automation, AI-driven monitoring, incident triaging, root-cause analysis, predictive analytics, and operational observability.
• Strong knowledge of applications, Azure cloud services, and front-end frameworks such as Angular.
• Familiarity with databases such as MS SQL Server, PostgreSQL, and similar technologies.
• Familiarity with DevOps practices, CI/CD pipelines, monitoring, observability, and automation solutions.
• Demonstrated experience delivering projects/services in regulated, large-scale environments.
• Competency in Agile methodologies and frameworks, including proficiency in facilitating Agile ceremonies.
• Strong leadership and problem-solving skills, with the ability to manage global teams across onshore-offshore models.
• Capability to manage ambiguity and drive change effectively while delivering business-aligned priorities.
• Excellent communication, stakeholder management, governance, and client-facing skills.
• Experience using AI/GenAI capabilities to improve service management, operational efficiency, automation, or application support will be highly relevant.

Nice to Have

• ITIL v4 Foundation or advanced certification.
• PMP, PRINCE2, or other recognized project management certifications.
• Experience with multiple cloud platforms, such as AWS or GCP, in addition to Azure.
• Familiarity with compliance requirements specific to the insurance/reinsurance sector.
• Experience with ServiceNow, AIOps platforms, AI-powered ITSM, SRE, observability, or intelligent automation.
• Exposure to Generative AI, Agentic AI, or AI-enabled service management solutions.