Director, Service Delivery Manager

EPAM•Dallas, TX

About The Position

EPAM is seeking a Director, Service Delivery Manager to serve as the single point of accountability for a large, global 24x7 application operations service for a healthcare client. The role leads delivery, client relationships, and the ongoing evolution of the service, including AI-driven automation. A hands-on approach and entrepreneurial mindset are essential.

Requirements

15+ years in IT services, including 8+ years leading application operations, managed services, or IT delivery teams.
Strong ITSM/ITIL expertise and hands-on experience improving service processes.
Experience leading large, distributed teams in a 24x7 delivery model.
Technical depth to understand and challenge team work, including a good understanding of cloud and automation.
Executive presence and 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 Haves

Technical background in application support and development.
Software architecture experience.
Hands-on experience with AI Ops or automation programs.

Responsibilities

Own the overall health and performance of a large managed service, including governance, KPIs, SLAs, risks, and escalations.
Serve as EPAM’s primary relationship owner with senior client stakeholders, including CIO and C-level leaders.
Translate delivery performance into business outcomes in executive reviews, QBRs, and steering committees.
Build trusted-advisor relationships that support long-term growth.
Lead, develop, and grow a large, globally distributed team across multiple delivery functions.
Plan capacity, organization design, succession, and capability development.
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 adoption of AI-driven tooling.
Own incident and problem management and maintain 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.