Senior Service Delivery Manager

We are seeking a Senior Service Delivery Manager to design and win managed services deals across AMS, infrastructure and data platform operations, and product sustain. You will shape solutions for new pursuits, size teams, build the commercial and AI business case, and defend it in front of the client. The role is built around rotation: you will regularly move into delivery, either fully for a period or on a 50/50 split, so the solutions you design are grounded in how operations actually run.

An entrepreneurial mindset is essential, as you will be building the practice and its deal pipeline from an early stage. Responsibilities Lead the managed services solution for RFPs and proactive proposals together with the pursuit team, from requirements analysis to client orals Clarify client requirements, drive the Q&A process, and close scope gaps before pricing starts Design the deal: service model, target operating model, SLA/KPI framework, responsibility boundaries, and transition approach Size the team from data: ticket volumes, priority mix, coverage hours, shift model, onsite/offshore mix, and L1-L3 role structure Select and structure the commercial model (T&M, fixed capacity, unit-based, outcome-based) and test it against margin and SLA penalty exposure Build the AI business case: quantify the impact of AIOps, GenAI, and automation on ticket deflection, resolution time, and SDLC productivity, and convert it into FTE, cost, and a multi-year productivity plan Define the transition plan and transformation roadmap with phases, risks, and cost reduction commitments Write and own key proposal sections, and present and defend the solution in client orals and internal deal reviews Lead transitions from incumbent vendors through hypercare to steady state, delivering what was committed in the proposal Run governance for an account or workstream: SLAs, escalations, RAID, steering committees, and margin tracking Embed AI-native capabilities (agentic workflows, GenAI copilots, intelligent monitoring) into the operating model and tune them in production Requirements 8+ years in Managed Services, with solid pre-sales solutioning experience and hands-on delivery exposure (transition, Build, or Run) Track record of leading solutions for multi-tower managed services deals, including team sizing, pricing, and SLA design Strong grasp of managed services unit economics: cost drivers, margin levers, SLA penalties, and productivity commitments An entrepreneurial mindset: ownership of outcomes, initiative, commercial instinct, and comfort building something from an early stage Hands-on experience with AIOps, GenAI, and automation in operations, and the ability to build a credible business case around them Working knowledge of ITIL, SIAM, and service design, along with DevOps and monitoring at scale Strong proposal writing and storytelling skills; confident with C-level audiences Willingness to rotate between solutioning and delivery as business needs change Bachelor's or Master's degree in Computer Science, Engineering, or a related field Nice to have ITIL v4 certification or equivalent Familiarity with cloud platforms (Azure, AWS, or GCP) and AI certifications Background in outcome-based or unit-based commercial models Experience in regulated industries (banking, energy, government) Armenia (Prod) We connect like-minded people Delivering innovative solutions to industry leaders, making a global impact Enjoyable working environment, whether it is the vibrant office or the comfort of your home Opportunity to work abroad for up to two months per year Relocation opportunities within our offices in 55+ countries Corporate and social events We invest in your growth Leadership development, career advising, soft skills and well-being programs Certifications, including GCP, Azure and AWS Unlimited access to EPAM's internal learning database Free English classes with certified teachers We cover it all Participation in the Employee Stock Purchase Plan Monetary bonuses for engaging in the referral program Comprehensive medical & family care package Four trust days per year for personal needs Discounts for fitness clubs Benefits package (hotels, restaurants, stores and services) Belarus (Remote) We connect like-minded people: Delivering innovative solutions to industry leaders, making a global impact Opportunity to work abroad for up to two months per year We invest in your growth: Leadership development, career advising, soft skills and well-being programs Unlimited access to EPAM's internal learning database Free English classes with certified teachers We cover it all: Comprehensive medical & family care package Seven trust days per year (sick leave without a medical certificate) Discounts from 800+ partners (sports activities, restaurants, stores and services) Georgia (Production) We connect like-minded people Delivering innovative solutions to industry leaders, making a global impact Enjoyable working environment, whether it is the vibrant office or the comfort of your own home Opportunity to work abroad for up to two months per year Relocation opportunities within our offices in 55+ countries Corporate and social events We invest in your growth Leadership development, career advising, soft skills and well-being programs Certifications, including GCP, Azure and AWS Unlimited access to EPAM's internal learning database Free English classes with certified teachers We cover it all Participation in the Employee Stock Purchase Plan Monetary bonuses for engaging in the referral program Comprehensive medical & family care package Five trust days per year (sick leave without a medical certificate) Benefits package (sports activities, a variety of stores and services) Kazakhstan (Prod) We connect like-minded people: Delivering innovative solutions to industry leaders, making a global impact Enjoyable working environment, whether it is the vibrant office or the comfort of your own home Opportunity to work abroad for up to two months per year Relocation opportunities within our offices in 55+ countries Corporate and social events We invest in your growth: Leadership development, career advising, soft skills and well-being programs Certifications, including GCP, Azure and AWS Unlimited access to EPAM's internal learning database Free English classes with certified teachers Discounts in local language schools, including online courses for the Kazakh language We cover it all: Participation in the Employee Stock Purchase Plan Monetary bonuses for engaging in the referral program Medical & family care package Six trust days per year (sick leave without a medical certificate) Coverage of psychology sessions of your choice Benefits package (sports activities, a variety of stores and services) Housing support program: preferential mortgage access via Otbasy Bank partnership Kyrgyzstan (Prod) We connect like-minded people: Delivering innovative solutions to industry leaders, making a global impact Enjoyable working environment, whether it is the vibrant office or the comfort of your own home Opportunity to work abroad for up to two months per year Relocation opportunities within our offices in 55+ countries Corporate and social events We invest in your growth: Leadership development, career advising, soft skills and well-being programs Certifications, including GCP, Azure and AWS Unlimited access to EPAM's internal learning database Free English classes with certified teachers We cover it all: Monetary bonuses for engaging in the referral program Medical & family care package Six trust days per year (sick leave without a medical certificate) Coverage of psychology sessions of your choice Discounts for fitness clubs and sports programs Benefits package (sports activities, a variety of stores and services) Uzbekistan (Prod) We connect like-minded people: Delivering innovative solutions to industry leaders, making a global impact Enjoyable working environment, whether it is the vibrant office or the comfort of your own home Opportunity to work abroad for up to two months per year Relocation opportunities within our offices in 55+ countries Corporate and social events We invest in your growth: Leadership development, career advising, soft skills and well-being programs Certifications, including GCP, Azure and AWS Unlimited access to EPAM's internal learning database Free English classes with certified teachers Discounts in local language schools, including offline courses for the Uzbek language We cover it all: Monetary bonuses for engaging in the referral program Medical & family care package Four trust days per year (sick leave without a medical certificate) Discounts for fitness clubs, dance schools and sports programs Benefits package (sports activities, a variety of stores and services)