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

EPAM•Houston, TX

About The Position

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.

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 Haves

ITIL v4/v5 certification or equivalent
Cloud platform experience (AWS, Azure, or GCP)
Experience restructuring delivery teams to meet changing business objectives

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