Director, Service Delivery Manager

EPAM Systems Inc; Dallas (TX); Sur place; USD 140 000 - 223 000; Plein temps

Avantages offerts par ce poste

Medical, Dental and Vision Insurance

Health Savings Account

401(k) Retirement Savings Plan

Paid Time Off

Employee Learning / LinkedIn Learning

Employee Stock Purchase Program

Résumé du poste

EPAM is seeking a Director, Service Delivery Manager to own a large, global 24x7 application operations service for a Healthcare client. You will lead delivery, client relationships and the evolution of the service, including AI-driven automation, with a hands-on, entrepreneurial mindset.

Responsibilities span governance, KPIs, SLAs, incident management and strategic roadmapping, while building a high-performing, distributed team across time zones to deliver outcomes the client values.

Qualifications

• 15+ years in IT services, including 8+ years leading application operations, managed services or IT delivery teams.
• Strong ITSM/ITIL expertise, with hands-on experience improving service processes
• Experience leading large, distributed teams in a 24x7 delivery model
• Technical depth to understand and challenge what your teams are doing, including a good understanding of cloud and automation
• Executive presence: credibility with C-level stakeholders, including during high-severity incidents
• Experience managing SOWs, SLAs and contractual commitments
• Excellent communication, influencing and negotiation skills
• Flexibility to work with a global team at varying hours
• Based in the United States and aligned to US time zones

Responsabilités

• Own the overall health and performance of a large managed service, including governance, KPIs, SLAs, risks and escalations
• Be EPAM’s primary relationship owner with senior client stakeholders, up to CIO and C-level
• Translate delivery performance into business outcomes in executive reviews, QBRs and steering committees
• Build trusted advisor relationships that position EPAM for long‑term growth
• Lead, develop and grow a large, globally distributed team across multiple delivery functions
• Plan for capacity, organization design, succession and capability development to keep the team high‑performing
• Foster a high‑accountability culture focused on engagement, retention and continuous learning
• Drive continuous service improvement, operational excellence and cost optimization through automation and AI Ops
• Define and evolve the service strategy and roadmap, including the adoption of AI‑driven tooling
• Own incident and problem management, and keep service stability within agreed commitments
• Reduce recurring incidents and ticket volume through root‑cause fixes and process improvement
• Join major incident calls and keep client leadership informed and confident under pressure
• Manage contractual obligations, SOWs, change requests and financial targets, including margin
• Establish consistent delivery practices, tooling, reporting and quality standards
• Partner with account leadership to identify opportunities and increase long‑term client value

Connaissances

Executive presence

ITSM/ITIL expertise

Delivery leadership

Global / 24x7 operations

Strong communication

Description du poste

EPAM is seeking a Director, Service Delivery Manager to be the single point of accountability for a large, global 24x7 application operations service for one of our Healthcare clients. You will lead delivery, client relationships and the continued evolution of the service, including AI-driven automation. A hands‑on approach and an entrepreneurial mindset are essential.

Req.#1095105158

Responsibilities

• Own the overall health and performance of a large managed service, including governance, KPIs, SLAs, risks and escalations

• Be EPAM’s primary relationship owner with senior client stakeholders, up to CIO and C-level

• Translate delivery performance into business outcomes in executive reviews, QBRs and steering committees

• Build trusted advisor relationships that position EPAM for long‑term growth

• Lead, develop and grow a large, globally distributed team across multiple delivery functions

• Plan for capacity, organization design, succession and capability development to keep the team high‑performing

• Foster a high‑accountability culture focused on engagement, retention and continuous learning

• Drive continuous service improvement, operational excellence and cost optimization through automation and AI Ops

• Define and evolve the service strategy and roadmap, including the adoption of AI‑driven tooling

• Own incident and problem management, and keep service stability within agreed commitments

• Reduce recurring incidents and ticket volume through root‑cause fixes and process improvement

• Join major incident calls and keep client leadership informed and confident under pressure

• Manage contractual obligations, SOWs, change requests and financial targets, including margin

• Establish consistent delivery practices, tooling, reporting and quality standards

• Partner with account leadership to identify opportunities and increase long‑term client value

Requirements

• 15+ years in IT services, including 8+ years leading application operations, managed services or IT delivery teams

• Strong ITSM/ITIL expertise, with hands‑on experience improving service processes

• Experience leading large, distributed teams in a 24x7 delivery model

• Technical depth to understand and challenge what your teams are doing, including a good understanding of cloud and automation

• Executive presence: credibility with C‑level stakeholders, including during high‑severity incidents

• Experience managing SOWs, SLAs and contractual commitments

• Excellent communication, influencing and negotiation skills

• Flexibility to work with a global team at varying hours

• Based in the United States and aligned to US time zones

Nice to have

• Technical background in application support and development

• Software architecture experience

• Hands‑on experience with AI Ops or automation programs

We offer

• Medical, Dental and Vision Insurance (Subsidized)

• Health Savings Account

• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)

• Short‑Term and Long‑Term Disability (Company Provided)

• Life and AD&D Insurance (Company Provided)

• Employee Assistance Program

• Unlimited access to LinkedIn learning solutions

• Matched 401(k) Retirement Savings Plan

• Paid Time Off

• Legal Plan and Identity Theft Protection

• Accident Insurance

• Employee Discounts

• Pet Insurance

• Employee Stock Purchase Program

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our clients, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting‑edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.Engineer the Future with a Career at EPAM (https://www.youtube.com/embed/NU_mnNITn2o?si=IiCxyQ4sr1YJWxDG)

This posting includes a good faith range of the salary EPAM would reasonably expect to pay the selected candidate. The range provided reflects base salary only. Individual compensation offers within the range are based on a variety of factors, including, but not limited to: geographic location, experience, credentials, education, training, the demand for the role; and overall business and labor market considerations. Most candidates are hired at a salary within the range disclosed. Salary range: $140,000-$223,000 USD. This position is also eligible for variable compensation incentives. In addition, the details highlighted in this job posting above are a general description of all other expected benefits and compensation for the position.

EPAM will not provide new H-1B visa sponsorship for this position. Candidates with existing transferable H-1B status may be considered.

EPAM Systems, Inc. is an equal opportunity employer. We recognize the value of diversity and inclusion in creating success for our customers, business partners, shareholders, employees and communities. We are committed to recruiting, hiring, developing and promoting employees without discrimination. As a global employer, this commitment includes complying with all laws in the countries in which we operate. Nevertheless, we believe equal employment practices should not be limited to what the law requires. Equal opportunity and inclusion are essential to motivate, empower and recognize the best in everyone.

At EPAM, employment actions are based on individual qualifications, without regard to race, color, religion, creed, gender, pregnancy status, sexual orientation, gender identity, gender expression, marital or familial status, national origin, ancestry, genetics, age, disability status, veteran status, citizenship status when otherwise legally able to work, or any other characteristic protected by law.