Service Delivery Manager

EPAM·Ukraine·Удалённо·вчера

We are seeking a seasoned Service Delivery Manager to oversee standard-to-medium complexity projects or sub-streams within a larger account.

This position centers on daily delivery execution, IT service management, infrastructure and cloud operations, risk and issue handling, and client communication. The perfect candidate blends strong delivery management capabilities with adequate technical grasp of IT infrastructure, cloud services, and modern software engineering practices.

Responsibilities

Handle financial and stakeholder management, including project P&L, gross margin optimization, steering committee facilitation, and client expectations management
Drive 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, covering service delivery framework, managed services agreements (MSAs), operational governance, and CSAT/NPS
Oversee the delivery and rollout of on-premise and cloud IT infrastructure and services, covering network, server, backup, and related capabilities
Coordinate IT operations and service delivery together with the client, internal teams, and company headquarters
Plan, scope, coordinate, and supervise the deployment of network and infrastructure capabilities across client environments
Handle daily delivery activities, timelines, dependencies, risks, issues, and action plans
Confirm that new services are properly provisioned and satisfy agreed requirements for availability, resilience, security, scalability, and supportability
Collaborate with Dev, QA, BA, infrastructure, operations, and support teams to guarantee smooth service delivery
Track and report on SLAs, KPIs, service performance, and delivery status
Guarantee effective incident, problem, change, and request management aligned with ITSM practices
Deliver regular status reporting to internal and client stakeholders
Support project financial tracking, covering budget, timesheets, utilization, and resource allocation
Ensure careful management and execution of the project budget
Coordinate end-user IT support, network operations, troubleshooting, and service request handling
Identify operational and delivery risks proactively and drive suitable mitigation and resolution
Partner 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 comparable role
Proven background in managing IT infrastructure and service delivery, covering on-premise and/or cloud environments
Solid understanding of ITIL/ITSM principles, including 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 managing SLAs, KPIs, service performance, risks, issues, and dependencies
Basic understanding of cloud concepts and services across AWS, Azure, or GCP, covering 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
Strong organizational, communication, problem-solving, and stakeholder management skills
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
Basic familiarity with cloud security and compliance, including shared responsibility models and data privacy requirements such as GDPR
Flexibility to use AI tools responsibly to enhance 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