Job Description, Responsibilities & Requirements
About the Position
EPAM is seeking a dynamic Delivery Director – Managed Services to lead and oversee our managed services delivery operations in Toronto, Canada. This senior leadership role is pivotal in ensuring exceptional service quality, operational efficiency, and strategic alignment with business objectives. The ideal candidate will drive team leadership, process optimization, performance excellence, and client satisfaction, all while spearheading continuous improvement initiatives and innovative AI use to enhance our service offerings. If you're a visionary leader with a passion for innovation and delivering high-impact solutions, we’d love to connect!
Responsibilities
- Develop and execute the overall managed services delivery strategy, aligning with EPAM goals and market trends
- Helping the team define service level agreements (SLAs) and key performance indicators (KPIs) to measure service quality and customer satisfaction
- Identify opportunities to expand managed service offerings and drive new revenue streams
- Lead and manage a team of service delivery managers, engineers, and technical support personnel across various service lines
- Foster a culture of collaboration, accountability, and continuous improvement within the team
- Recruit, develop, and retain top talent with necessary technical skills and customer service expertise
- Oversee the day-to-day operations of managed services delivery, ensuring smooth service delivery across all client accounts
- Monitor service performance against KPIs, identify areas for improvement, and implement corrective actions
- Optimize service delivery processes and workflows to increase efficiency and reduce costs
- Build and maintain strong relationships with key client stakeholders, proactively addressing concerns and exceeding expectations
- Conduct regular client reviews to gather feedback and ensure alignment with service delivery goals
- Manage escalations and resolve complex client issues effectively
- Develop and manage the managed services budget, tracking costs and ensuring profitability
- Analyze financial data to identify areas for cost optimization and revenue growth
Requirements
- 10+ years of experience in managed services
- Proven experience in managing large-scale managed services operations, preferably within the IT industry
- Strong leadership and team management skills with the ability to motivate and develop high-performing teams
- Deep understanding of IT service management (ITSM) frameworks, including incident management, problem management, and change management
- Excellent communication and interpersonal skills to effectively interact with clients and internal stakeholders at all levels
- Strong analytical and problem-solving abilities to identify and address service delivery challenges
- Technical expertise in relevant areas like cloud computing, network infrastructure, security, and data management
- Proficiency in project management methodologies and tools to ensure successful service delivery
We Offer
- Opportunity to work with a leading global software engineering and product development company
- Competitive compensation package
- Comprehensive benefits package
- Professional growth and development opportunities
About the Company
EPAM is a global software engineering and product development company, delivering digital platforms and large-scale software solutions to Fortune 500 clients. We are committed to innovation, quality, and customer success.