If you are an experienced Director, Service Delivery Management looking for a high-impact role with a global leader in digital transformation, EPAM is the perfect next step in your career! As an EPAMer, you'll have the opportunity to work with a supportive team, on a variety of interesting projects for some of the biggest brands in the world. Are you ready for the next step in your career journey? Apply now!

　　Req.#567836168

　　Responsibilities Manage the delivery of the support services provided to the client Service delivery assessment, design, and delivery across the Service life cycle Identify customer needs and oversee service delivery within the business context Lead the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently Define, and establish the knowledge management model such as framework, tooling, reuse, and optimization at scale Assess customer feedback and use your creativity to establish, improve, and refine services Accountable for seamless delivery of L2 Production support services in a global delivery model with team sizes of up to 200 people Collaborate with client key stakeholders to define, execute & track the transition plan for every new product introduced in scope Manage the relationship with the client, act as an escalation point for the provided services, and ensure the client's issues, requirements, etc. are managed to the satisfaction Responsible for execution of production support ticket analysis for new product teams to ensure team skills are right-sized Define, execute, and lead communication, and escalation plan Ability to handle pressure and manage the situation, especially in case of a major production incident Manage and implement a service provision roadmap, in collaboration with the client and the various service providers Ensure proper communication with the client, delivering periodic reports on service delivered, quality, SLAs, ongoing improvement activities, open issues, etc Ability to evolve engagement from Managed Capacity to managed Services with a clearly defined roadmap Define an SLA-driven roadmap and maturity model for the services to be delivered Team management at scale including transition, rotation, and smooth on-boarding and operation during transition/rotation Requirements

　　Overall 15+ Years of experience including 5-10 years' experience in leading and managing service delivery portfolios for Fortune 500 enterprises Strong experience in IT support delivery, with a focus on production support Have an executive presence and ability to communicate and negotiate with tier-1 and Tier-2 leadership at the organizational level Experience with ServiceNow, Splunk, Dynatrace Bring thought leadership, organizational operational structure, and content (templates, best practices, enable) to establish a new support organization Hands-on experience working with Managed Capacity, Managed services SLA-driven model Excellent understanding of current trends and the future of the enterprise-level support model Deep understanding of DevOps, Hybrid cloud architecture, System Monitoring, and SRE practices Ability to work with Shared services/enablement centers such as SRE, DevOps, Cloud, etc. to build an operating support model Current tools and trends for incident management Experience in building the model across all service tiers (L1, L2, L3, and L4) Excellent interpersonal and communication skills Benefits Medical, Dental and Vision Insurance (Subsidized) Health Savings Account Flexible Spending Accounts (Healthcare, Dependent Care, Commuter) Short-Term and Long-Term Disability (Company Provided) Life and AD&D Insurance (Company Provided) Employee Assistance Program Unlimited access to LinkedIn learning solutions Matched 401(k) Retirement Savings Plan Paid Time Off - the employee will be eligible to accrue 15-25 paid days, depending on specific level and tenure with EPAM (accrual eligibility may change over time) Paid Holidays - nine (9) total per year Legal Plan and Identity Theft Protection Accident Insurance Employee Discounts Pet Insurance Employee Stock Purchase Program If otherwise eligible, participation in the discretionary annual bonus program If otherwise eligible and hired into a qualifying level, participation in the discretionary Long-Term Incentive (LTI) Program About EPAM EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential Additional This posting includes a good faith range of the salary EPAM would reasonably expect to pay the selected candidate. The range provided reflects base salary only. Individual compensation offers within the range are based on a variety of factors, including, but not limited to: geographic location, experience, credentials, education, training; the demand for the role; and overall business and labor market considerations. Most candidates are hired at a salary within the range disclosed. Salary range: $133k- $210k. In addition, the details highlighted in this job posting above are a general description of all other expected benefits and compensation for the position Applications will be accepted on a rolling basis