Senior Service Delivery Manager / Transition Manager

EPAM Systems; EE. UU.; A distancia; USD 180.000 - 250.000; Jornada completa

Descripción de la vacante

EPAM is seeking a Service Delivery Director to own end-to-end delivery across a complex program spanning AMS, infrastructure and data platform operations, and product sustainment. You will lead governance, commercial management, and executive client relationships with an entrepreneurial mindset.

You will drive AI-native capabilities, transition execution, and steady-state operations while mentoring delivery leads and improving client satisfaction across geographies.

Formación

• 10+ years in Managed Services or IT delivery leadership.
• 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, governance, and delivery.
• 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 technology-driven process improvement.
• Excellent negotiation, influencing, and communication skills with senior stakeholders.

Responsabilidades

• Own program health across all workstreams: governance cadence, KPIs, SLAs, escalations, and risks.
• Run the RAID process; 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 and onboard EPAM teams, establishing 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 accounts launch with early warning in place.
• Own the transition risk plan, readiness criteria, go/no-go checkpoints, and hypercare with zero disruption to critical operations.
• Own incident and problem management, and ensure system performance within SLAs.
• Tune automation and AI-native tooling in production; 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 and EPAM's delivery management community.

Conocimientos

Delivery leadership

Executive stakeholder management

Program governance

AI-native solutions

Vendor consolidation

Change management

ITIL/SIAM knowledge

Negotiation & influence

Educación

Bachelor's or Master's in Computer Science/Engineering or related field

Herramientas

ITIL (certs)

Descripción del empleo

EPAM is seeking a Service Delivery Director to be the single point of accountability for a complex, multi-workstream program spanning AMS, infrastructure and data platform operations, and product sustainment. You will lead delivery governance, commercial management, and executive client relationships. An entrepreneurial mindset is essential.

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 (agentic workflows, GenAI copilots, intelligent monitoring) 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 to critical operations
• Own incident and problem management, and hold system performance and stability within agreed 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, not a side initiative
• 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

Requirements

• 10+ 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 impact
• An entrepreneurial mindset: ownership, initiative, and a drive to build and grow
• 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 technology-driven process improvement
• Working knowledge of service design, SIAM, ITIL, DevOps, and monitoring and alerting at scale
• Track record of improving client satisfaction and employee NPS, including reducing attrition
• Creative problem-solving in restrictive or highly regulated environments
• Excellent negotiation, influencing, and communication skills with senior stakeholders
• Bachelor's or Master's degree in Computer Science, Engineering, or a related field

Nice to Have

• ITIL v4/v5 certification or equivalent
• Cloud platform experience (AWS, Azure, or GCP)
• AI certifications .
• Experience restructuring delivery teams to meet changing business objectives