AI-Native Service Delivery Director (Build & Run)

EPAM Systems

United States

On-site

USD 180,000 - 250,000

Full time

8 days ago

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Job summary

EPAM Systems is seeking a Senior Service Delivery Manager or Service Delivery Director to be the single point of accountability for AI-native Managed Services programs across Build and Run for a major Energy client. You will lead delivery governance, commercial management, and executive client relationships, shaping an ambitious operating model.

The role requires 10+ years in Managed Services or IT delivery leadership, hands-on AI-native solutions, and a proven record of enterprise-scale

Qualifications

10+ years in Managed Services or IT delivery leadership with direct Build and Run ownership.

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 built in before go-live.
Stand up monitoring and alerting during Build to ensure early warning.
Own the transition risk plan, readiness criteria, go/no-go checkpoints, and hypercare.
Own incident and problem management, and maintain SLA compliance.
Tune automation and AI-native tooling in production and feed lessons back into Build.
Reduce recurring incidents and ticket volume through root-cause fixes.
Own the GenAI and automation roadmap as core to delivery, 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 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 attrition.
Contribute to talent acquisition and EPAM's delivery management community.