Director, Service Delivery Manager

# Director, Service Delivery Manager Hybrid in United States of America:
Dallas Delivery Management& 5 others

Director, Service Delivery Manager Director, Delivery ManagementUSADirector, Service Delivery Manager USA, Dallas Director, Delivery Management USA, New York Looking for something else?

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Find me a jobEPAM 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.#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

We offer/Benefits
* 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 Linked In 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 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…