Global Service Delivery Director for 24x7 Ops & AI

EPAM Systems; Dallas (TX); Hybrid; USD 140,000 - 223,000; Full time

Benefits offered by this job

Health Insurance

401(k) Matching

Paid Time Off

Life Insurance

Job summary

EPAM Systems in Dallas, USA, seeks 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 service evolution with a hands-on, entrepreneurial mindset.

You will manage a distributed team, align with executive stakeholders, and drive improvements through automation and AI Ops while optimizing costs and ensuring contractual commitments.

Qualifications

• 15+ years in IT services with 8+ years in delivery leadership.
• Strong ITSM/ITIL and service improvement experience.
• Experience managing 24x7, large distributed teams.

Responsibilities

• Own the overall health and performance of a large managed service, including governance, KPIs, SLAs, risks and escalations.
• Be the 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 AI-driven tooling adoption.
• 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 under pressure.
• Manage contractual obligations, SOWs, change requests and financial targets, including margin.

Skills

Executive presence

ITSM/ITIL

Cloud & automation

Stakeholder management

Job description

EPAM Systems in Dallas, USA, seeks 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 service evolution with a hands-on, entrepreneurial mindset.

You will manage a distributed team, align with executive stakeholders, and drive improvements through automation and AI Ops while optimizing costs and ensuring contractual commitments.