Senior Service Delivery Manager
We are looking for an experienced Senior Service Delivery Manager | Local Head of Client Delivery who will lead the transition of an existing delivery model into a Service Delivery / Managed Services model. This person will combine strong engineering leadership with client-facing delivery ownership, operating with clear metrics/KPIs/SLAs and building a predictable, scalable, continuously improving service.
The role requires frequent travel to the client site and strong stakeholder management, alongside the ability to guide teams through operational and process changes (e.g., onboarding to managed capacity, defining runbooks, implementing reporting and driving governance).
Please note that working from the EPAM office in Gdansk 3 days per week is required.
Responsibilities
- Lead transition to Service Delivery model: plan and execute migration from the current engagement model into managed services/service delivery (people, process, tooling, governance)
- Own delivery health and performance: define, track and improve operational metrics (KPIs), ensure delivery outcomes meet agreed expectations (e.g., SLAs/SLOs where applicable)
- Client engagement & relationship management: act as a trusted partner for the customer; run regular governance meetings, communicate risks, manage expectations and drive alignment on priorities
- Operationalize ways of working: establish service management routines (incident/problem/change as relevant), reporting cadences, escalation paths and quality controls
- Engineering leadership: mentor and lead engineers/leads; ensure technical direction supports reliability, scalability, maintainability and efficient delivery
- Continuous improvement: identify bottlenecks, improve throughput and quality and drive automation and standardization where beneficial
- Financial/business awareness: understand delivery economics (capacity, utilization, cost drivers) and make decisions that support sustainable service operations
- On-site presence: travel frequently to the client to support transition, stakeholder alignment and operational maturity
- Pragmatically adopts AI and automation to improve service outcomes
- Ensures secure, compliant and transparent use of AI tools in customer environments
- Measures impact and avoids "tool-first" changes without clear delivery benefit
Requirements
- Proven experience as a Software Engineering Manager / Delivery Manager / Engineering Lead in complex client-facing environments
- Demonstrated ability to operate in managed capacity / managed services setups with a strong focus on metrics and KPIs
- Strong customer-facing skills: stakeholder management, governance, negotiation and clear communication
- Solid technical background (software engineering experience) with the ability to engage credibly with engineers and customer technical stakeholders
- Experience leading change: transition of teams/processes, introduction of new operational models and adoption drive
- Comfortable with accountability, ambiguity and building structure where it doesn't yet exist
Nice to have
- Direct experience in Service Delivery / Managed Services roles (e.g., Service Delivery Manager background)
- Familiarity with ITIL concepts (incident/problem/change), SRE practices or SLA/SLO management
- Experience with distributed teams and multi-vendor customer environments
- Success Measures (Examples)
- Service Delivery model implemented with clear governance, reporting and operational cadence
- KPIs defined and consistently met/improved (quality, throughput, predictability, customer satisfaction)
- Reduced delivery risk through improved processes, transparency and escalation management
- Strong client feedback and trusted-advisor standing
