Director, Service Delivery Manager

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

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

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: $140,000-$223,000 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.

Affirmative Action Obligations as a U.S. Government Federal Contractor

As a U.S. federal government contractor, EPAM is committed to meet its affirmative action obligations to make good faith efforts to expand the recruiting pool of individuals with disabilities and protected veterans through outreach, targeted recruitment, training opportunities and other activities. We affirm this commitment annually in EPAM’s Affirmative Action Plans. The full text of our Affirmative Action Plan for Persons with a Disability and Protected Veterans is available for inspection in the People Operations Department during normal business hours. Email the People Operations Department to schedule an appointment.

Equal Employment Opportunity

EPAM Systems, Inc. is an equal opportunity employer. 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. 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.

Accessibility for Applicants with Disabilities

EPAM is committed to working with and providing reasonable accommodation to individuals with disabilities. If you require an accommodation at any stage of the employment application process, please send an email to the People Operations Department including your name, a detailed description of your requested accommodation, and the best method to contact you. If you have already reviewed a job posting or submitted an application for a job, please include the requisition number. We will assist you and make a determination on your accommodation request on a case-by-case basis.

EPAM Systems, Inc. participates in eVerify.

Pay Transparency Non-Discrimination Provision

EPAM will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Hybrid in United States of America: Dallas