Senior Service Delivery Manager - AMS

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.

We are seeking a Senior Service Delivery Manager – AMS to oversee the end-to-end delivery of AI-driven solutions and Application Management Services for enterprise clients. This role ensures high-quality service, operational excellence and continuous improvement across AI and AMS engagements while acting as the primary point of contact for clients, leading cross-functional teams and driving strategic initiatives to maximize client satisfaction and business value.

Responsibilities

• Lead and manage the delivery of AMS engagements, ensuring adherence to SLAs, KPIs and contractual obligations
• Oversee the transition, stabilization and ongoing support of AI and AMS solutions, including incident, problem, change and release management
• Collaborate with AI engineering, data science and AMS teams to ensure seamless integration and support of AI-powered applications
• Develop and maintain strong client relationships, acting as a trusted advisor and escalation point for service issues
• Drive continuous improvement initiatives, leveraging automation, analytics and AI to optimize service delivery and reduce operational costs
• Monitor service performance, prepare executive dashboards and present regular reports to stakeholders
• Manage budgets, resource allocation and vendor relationships for AI and AMS services
• Ensure compliance with security, privacy and regulatory requirements
• Lead and mentor a team of service delivery managers, engineers and support staff
• Participate in pre-sales activities, solution design and contract negotiations for new AI and AMS opportunities

Requirements

• 15-18 years of experience in IT service delivery, with significant exposure to AI/ML projects and Application Management Services
• Proven track record managing large-scale, complex service delivery engagements for enterprise clients
• Understanding of AI technologies, cloud platforms (AWS, Azure, GCP) and AMS best practices (ITIL, DevOps, SRE)
• Familiarity with automation, monitoring and incident management tools
• Excellent client management, communication and stakeholder engagement skills
• Skills in leadership, team management and mentoring
• Bachelor's or Master's degree in Computer Science, Engineering or related field
• ITIL certification or equivalent is preferred

Nice to have

• Exposure to contract management, financial oversight and vendor governance
• Capability to drive innovation and transformation initiatives leveraging AI and automation

We offer

• Opportunity to work on technical challenges that may impact across geographies
• Vast opportunities for self-development: online university, knowledge sharing opportunities globally, learning opportunities through external certifications
• Opportunity to share your ideas on international platforms
• Sponsored Tech Talks & Hackathons
• Unlimited access to LinkedIn learning solutions
• Possibility to relocate to any EPAM office for short and long-term projects
• Focused individual development
• Benefit package:
  • Health benefits
  • Retirement benefits
  • Paid time off
  • Flexible benefits
• Forums to explore beyond work passion (CSR, photography, painting, sports, etc.)