Service Delivery Manager

About the Position

We are looking for an experienced Service Delivery Manager to manage standard-to-medium complexity projects or sub-streams within a broader account. The role focuses on day-to-day delivery execution, IT service management, infrastructure and cloud operations, risk and issue management, and client communication. The ideal candidate combines strong delivery management skills with sufficient technical understanding of IT infrastructure, cloud services, and modern software engineering practices.

Responsibilities

• Manage financial and stakeholder aspects, including project P&L, gross margin optimization, steering committee facilitation, and client expectations management
• Lead pre-sales & solutioning for services by designing operational models, transition plans, staffing models (24/7 / follow-the-sun), and pricing inputs for new managed services proposals and renewals
• Own managed services account management, encompassing service delivery framework, managed services agreements (MSAs), operational governance, and CSAT/NPS
• Supervise the delivery and rollout of on-premise and cloud IT infrastructure and services, including network, server, backup, and related capabilities
• Coordinate IT operations and service delivery jointly with the client, internal teams, and company headquarters
• Plan, scope, coordinate, and oversee the deployment of network and infrastructure capabilities across client environments
• Manage day-to-day delivery activities, timelines, dependencies, risks, issues, and action plans
• Verify that new services are properly provisioned and meet agreed requirements for availability, resilience, security, scalability, and supportability
• Work with Dev, QA, BA, infrastructure, operations, and support teams to ensure seamless service delivery
• Monitor and report on SLAs, KPIs, service performance, and delivery status
• Ensure effective incident, problem, change, and request management aligned with ITSM practices
• Provide regular status reporting to internal and client stakeholders
• Support project financial tracking, including budget, timesheets, utilization, and resource allocation
• Maintain diligent management and execution of the project budget
• Coordinate end-user IT support, network operations, troubleshooting, and service request handling
• Proactively spot operational and delivery risks and drive appropriate mitigation and resolution
• Collaborate with global teams and stakeholders across multiple locations and time zones

Requirements

• 5+ years of experience in Service Delivery Management, IT Project Management, Infrastructure Management, or a similar role
• Background in managing IT infrastructure and service delivery, spanning on-premise and/or cloud environments
• Understanding of ITIL/ITSM principles, including Incident, Problem, Change, and Request Management
• Knowledge of Agile/Scrum/Kanban practices, release planning, sprint management, and delivery tracking
• Understanding of the Software Development Life Cycle (SDLC) and modern software engineering practices
• Background in managing SLAs, KPIs, service performance, risks, issues, and dependencies
• Familiarity with cloud concepts and services across AWS, Azure, or GCP, including IaaS, PaaS, SaaS, and serverless
• Understanding of infrastructure fundamentals, including networking, servers, backup, availability, resilience, and security
• Capability to coordinate cross-functional technical teams and communicate effectively with technical and business stakeholders
• Background in project financial tracking, resource allocation, utilization, and budget management
• Skills in organization, communication, problem-solving, and stakeholder management
• Background in using AI-assisted project and delivery management tools, such as AI-generated sprint summaries, meeting minutes, action items, status reports, and risk identification
• Understanding of how Generative AI tools can support software development, planning, estimation, delivery, and team productivity
• Familiarity with AIOps / GenAIOps concepts and their potential application in IT service management and operations
• Familiarity with cloud security and compliance fundamentals, including shared responsibility models and data privacy requirements such as GDPR
• Flexibility to use AI tools responsibly to boost delivery efficiency, reporting, documentation, and operational processes
• Entry-level multi-cloud certification (e.g., Google Cloud Digital Leader, AWS Cloud Practitioner)
• Entry-level AI certification (e.g., Google Cloud Generative AI Fundamentals, AWS Certified AI Practitioner, Copilot, Claude, Gemini, etc.)

Nice to Have

• ITIL certification or equivalent practical ITSM experience
• PMP, Agile, Scrum, SAFe, or similar certification
• Familiarity with DevOps, CI/CD, Kubernetes, or Infrastructure as Code (IaC)
• Background in supervising managed services, application support, or infrastructure operations
• Expertise in enterprise-scale cloud infrastructure or cloud transformation initiatives
• Background in working alongside global teams and international clients

We Offer

• Work on a flexible schedule remotely or from any of our comfortable offices or coworking spaces in Ukraine
• Receive the necessary equipment to perform your work tasks
• Change projects and technology stacks within EPAM
• Gain experience in various business domains (Insurance, E-commerce, Healthcare, Finance, Travelling, Media, Artificial Intelligence, and more)
• Relocation opportunities may be available for eligible candidates, depending on the role and openings at other EPAM locations
• Participate in volunteer, charity programs and communities (both technical and interest-based)
• Focus on your professional growth:
  • Plan your individual career path together with your manager
  • Receive regular feedback from colleagues
  • Improve your English for free with certified teachers (Speaking Clubs, client interview preparation courses, etc.)
  • Get the opportunity to undergo free training and certification in AWS, GCP, or Azure Clouds
  • Use the internal E-learn training program (18,200+ specialized training and mentoring programs)
  • Access corporate accounts on LinkedIn Learning, Get Abstract, and other partner resources
  • Study at EPAM Solution Architecture School with the instructors who are practicing architects
  • Develop as a leader, join Delivery Management, Resource Management, Leadership Essentials school, and more
  • Participate in internal communities (500+ meetups, technical discussions, brainstorming sessions, online events, and conferences annually)

Vacation and Benefits

• Vacation and sick leave (including a sick leave without a medical certificate)
• A wide range of Voluntary Medical Insurance programs providing both medical treatment and various preventive options (including sports activities)
• Medical insurance for family members at corporate rates
• Company support during significant life events (childbirth or adoption, marriage, etc.)
• Support for psychological comfort: discounts on services from mental health specialists or coaches, thematic training
• E-kids program - a free programming language training program for EPAMers' children