Senior Service Delivery Manager / Service Delivery Director (AI-Native Managed Services (Build & Run)

EPAM Systems; Houston (TX); Vor Ort; USD 180.000 - 240.000; Vollzeit

Benefits dieser Stelle

Health Insurance

401(k) Matching

Paid Time Off

Flexible Spending Accounts

Life Insurance

Employee Discounts

LinkedIn Learning access

Zusammenfassung

EPAM Systems is seeking a Senior Service Delivery Manager/Director to be the single point of accountability for AI-native Managed Services programs for a major Energy client. You will own Build and Run, governance, and client relationships across geographies.

You will lead steering committees, QBRs, and initiative roadmaps, ensuring delivery excellence, cost control, and measurable business outcomes with an entrepreneurial mindset.

Qualifikationen

• 10+ years in Managed Services or IT delivery leadership with direct ownership of Build and Run operations
• Proven experience managing large-scale, complex programs with strategic business impact
• Entrepreneurial mindset with ownership and initiative
• Experience delivering AI-native solutions and process automation
• Strong track record in energy sector delivery governance and client satisfaction

Aufgaben

• Own program health across all workstreams: governance cadence, KPIs, SLAs, escalations, risks
• Run RAID process, define reporting, dashboards, and steering committee packs
• Drive consistent delivery practices, tooling, and quality across workstreams
• Lead executive relationships with C-level stakeholders across geographies and lead steering committees
• Build steady-state operations and AI-native capabilities into go-live design
• Own transition risk plans, readiness criteria, go/no-go checkpoints, and hypercare
• Own incident and problem management, optimize performance within SLAs
• Manage SOWs and change requests; protect against scope creep
• Develop organic growth opportunities and lead expansion proposals with the account team
• Lead and develop delivery leads and specialists in a high-accountability culture
• Improve employee NPS and reduce project attrition
• Contribute to talent acquisition and succession planning

Kenntnisse

Delivery leadership

Governance

Stakeholder management

AI-native solutions

Energy sector experience

Ausbildung

Bachelor’s or Master’s in CS/Engineering

Tools

ITIL

DevOps

Jobbeschreibung

EPAM is seeking a Senior Service Delivery Manager or Service Delivery Director to be the single point of accountability for AI-native Managed Services programs, covering both Build and Run for one of our Energy clients. The scope spans AMS, infrastructure and data platform operations, and product sustain. You will lead delivery governance, commercial management, and executive client relationships. An entrepreneurial mindset is essential.Req# 1099725045ResponsibilitiesOwn program health across all workstreams: governance cadence, KPIs, SLAs, escalations, and risksRun the RAID process and define reporting, dashboards, and steering committee packsDrive consistent delivery practices, tooling, and quality standards across workstreamsBe EPAM’s primary relationship owner with senior client stakeholders across geographiesLead steering committees, QBRs, and executive briefings; translate delivery performance into business language for C-level audiencesBuild trusted advisor relationships that position EPAM for long-term growthLead knowledge transfer from incumbent vendors, onboard EPAM teams, and establish steady-state operationsDesign the target operating model with AI-native capabilities (agentic workflows, GenAI copilots, intelligent monitoring) built in before go-liveStand up monitoring and alerting during Build so each account launches with early warning in placeOwn the transition risk plan, readiness criteria, go/no-go checkpoints, and hypercare with zero disruption to critical operationsOwn incident and problem management, and hold system performance and stability within agreed SLAsTune automation and AI-native tooling in production, and feed lessons back into BuildReduce recurring incidents and ticket volume through root-cause fixes and automationOwn the GenAI and automation roadmap as core to the delivery model, not a side initiativeKeep AI-native capabilities current and share proven practices across EPAMOwn revenue forecasting, margin tracking, cost modelling, and billing accuracyManage SOWs and change requests; protect against uncompensated scope creepDevelop organic growth opportunities and lead expansion proposals with the account teamLead and develop workstream leads, delivery managers, and specialists in a high-accountability cultureImprove employee NPS and reduce project attritionContribute to talent acquisition, succession planning, and EPAM’s delivery management communityRequirements10+ years in Managed Services or IT delivery leadership, with direct ownership of both Build and Run (steady-state operations)Proven experience managing large-scale, complex programs with strategic business impactAn entrepreneurial mindset: ownership, initiative, and a drive to build and growExpertise in vendor consolidation, including transition execution and knowledge retentionStrong background in Application Managed Services delivery and governanceHands-on experience implementing AI-native solutions and process automationSolid experience in the energy sectorTrack record of AI-driven optimization with measurable outcomesAbility to drive efficiency and cost optimization through technology-driven process improvementWorking knowledge of service design, SIAM, ITIL, DevOps, and monitoring and alerting at scaleTrack record of improving client satisfaction and employee NPS, including reducing attritionCreative problem-solving in restrictive or highly regulated environmentsExcellent negotiation, influencing, and communication skills with senior stakeholdersBachelor’s or Master’s degree in Computer Science, Engineering, or a related fieldNice to haveITIL v4/v5 certification or equivalentCloud platform experience (AWS, Azure, or GCP)Experience restructuring delivery teams to meet changing business objectivesWe offerMedical, Dental and Vision Insurance (Subsidized)Health Savings AccountFlexible Spending Accounts (Healthcare, Dependent Care, Commuter)Short-Term and Long-Term Disability (Company Provided)Life and AD&D Insurance (Company Provided)Employee Assistance ProgramUnlimited access to LinkedIn learning solutionsMatched 401(k) Retirement Savings PlanPaid Time OffLegal Plan and Identity Theft ProtectionAccident InsuranceEmployee DiscountsPet InsuranceEmployee Stock Purchase ProgramEPAM 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 EPAMThis 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: $180,000-$240,000 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.Applications will be accepted on a rolling basis.EPAM will not provide new H-1B visa sponsorship for this position. Candidates with existing transferable H-1B status may be considered.