AI-Powered Service Delivery Director | Energy

EPAM Systems; Houston (TX); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Health Savings Account

401(k) Matching

Job summary

EPAM Systems seeks 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 an Energy client. This role oversees governance, commercial management, and executive client relationships, requiring an entrepreneurial mindset and global collaboration.

Responsibilities include leading steering committees, developing an operating model with AI-native capabilities, and ensuring security,

Qualifications

• 10+ years in Managed Services or IT delivery leadership with direct Build and Run ownership
• Proven experience managing large-scale, complex programs with strategic business impact
• Entrepreneurial mindset: ownership, initiative, and growth
• 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 tech‑driven process improvement
• Working knowledge of SIAM, ITIL, DevOps, and monitoring at scale
• Track record of improving client satisfaction and employee NPS, including reducing attrition
• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field

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 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
• Own incident and problem management, and hold system performance and stability within 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
• 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

Skills

Delivery leadership

Stakeholder management

Governance

AI-native solutions

Vendor consolidation

Energy sector experience

Education

Bachelor’s or Master’s degree in Computer Science or Engineering

Tools

ITIL

DevOps

SIAM

Monitoring

Job description

EPAM Systems seeks 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 an Energy client. This role oversees governance, commercial management, and executive client relationships, requiring an entrepreneurial mindset and global collaboration.

Responsibilities include leading steering committees, developing an operating model with AI-native capabilities, and ensuring security,