Service Delivery Manager

About the Position

Service Delivery Manager

Associate Management · Remote · Ukraine

We are seeking an experienced Service Delivery Manager to oversee standard-to-medium complexity projects within a broader account, focusing on IT service management and client engagement.

Responsibilities

• Manage financial and stakeholder aspects, including project P&L, gross margin optimization, steering committee facilitation, and client expectations handling
• Lead pre-sales & solutioning for services by shaping 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 alongside the client, internal teams, and company headquarters
• Plan, scope, coordinate, and monitor the deployment of network and infrastructure capabilities across client environments
• Manage daily 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 smooth 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 careful management and execution of the project budget
• Coordinate end-user IT support, network operations, troubleshooting, and service request handling
• Detect operational and delivery risks proactively 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
• Proven background in overseeing IT infrastructure and service delivery, including on-premise and/or cloud environments
• Solid understanding of ITIL/ITSM principles, covering Incident, Problem, Change, and Request Management
• Strong knowledge of Agile/Scrum/Kanban practices, release planning, sprint management, and delivery tracking
• Good understanding of the Software Development Life Cycle (SDLC) and modern software engineering practices
• Background in handling SLAs, KPIs, service performance, risks, issues, and dependencies
• Basic understanding of cloud concepts and services across AWS, Azure, or GCP, including IaaS, PaaS, SaaS, and serverless
• Understanding of infrastructure fundamentals, covering 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
• Practical 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 basics, 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
• Experience with DevOps, CI/CD, Kubernetes, or Infrastructure as Code (IaC)
• Background in overseeing managed services, application support, or infrastructure operations
• Experience working with enterprise-scale cloud infrastructure or cloud transformation initiatives
• Background in collaborating with global teams and international clients

We Offer

With us you can:

• 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)

We focus on your professional growth:

• You can 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)

What we offer:

• 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