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.)
