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

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

Hybrid in United States of America: Houston

Delivery Management, Vendor Management

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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.

Req# 1099725045

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

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 have

• ITIL v4/v5 certification or equivalent

• Cloud platform experience (AWS, Azure, or GCP)

• Experience restructuring delivery teams to meet changing business objectives