Global Service Delivery Director — 24x7 IT Ops & AI Automation

EPAM Systems Inc; Dallas (TX); In loco; USD 140.000 - 223.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, Dental and Vision Insurance

Health Savings Account

401(k) Retirement Savings Plan

Paid Time Off

Employee Learning / LinkedIn Learning

Employee Stock Purchase Program

Descrizione del lavoro

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.

Competenze

• 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

Mansioni

• 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

Conoscenze

Executive presence

ITSM/ITIL expertise

Delivery leadership

Global / 24x7 operations

Strong communication

Descrizione del lavoro

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.