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 USA (other states+not WA+Employee+Hybrid) 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