Director, Service Delivery Manager

Director, Service Delivery Manager

Hybrid in United States of America: Dallas

Delivery Management and 5 others

EPAM is seeking a Director, Service Delivery Manager to be the single point of accountability for a large, global 24x7 application operations service for one of our Healthcare clients. You will lead delivery, client relationships and the continued evolution of the service, including AI-driven automation. A hands-on approach and an entrepreneurial mindset are essential.

Req.#1095105158

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
• 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

Requirements

• 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

• Nice to have

• Technical background in application support and development

• Software architecture experience

• Hands-on experience with AI Ops or automation programs