Director, Service Delivery Manager

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

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