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

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# 1099725045

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

• Solid experience in the energy sector

• 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)

• Experience restructuring delivery teams to meet changing business objectives

We offer

• Medical, Dental and Vision Insurance (Subsidized)

• Health Savings Account

• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)

• Short-Term and Long-Term Disability (Company Provided)

• Life and AD&D Insurance (Company Provided)

• Employee Assistance Program

• Unlimited access to LinkedIn learning solutions

• Matched 401(k) Retirement Savings Plan

• Paid Time Off

• Legal Plan and Identity Theft Protection

• Accident Insurance

• Employee Discounts

• Pet Insurance

• Employee Stock Purchase Program

EPAM 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 EPAM (https://www.youtube.com/embed/NU\_mnNITn2o?si=IiCxyQ4sr1YJWxDG)

This 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.

EPAM Systems, Inc. is an equal opportunity employer. We recognize the value of diversity and inclusion in creating success for our customers, business partners, shareholders, employees and communities. We are committed to recruiting, hiring, developing and promoting employees without discrimination. As a global employer, this commitment includes complying with all laws in the countries in which we operate. Nevertheless, we believe equal employment practices should not be limited to what the law requires. Equal opportunity and inclusion are essential to motivate, empower and recognize the best in everyone.

At EPAM, employment actions are based on individual qualifications, without regard to race, color, religion, creed, gender, pregnancy status, sexual orientation, gender identity, gender expression, marital or familial status, national origin, ancestry, genetics, age, disability status, veteran status, citizenship status when otherwise legally able to work, or any other characteristic protected by law.