Position: Service Delivery manager
Company: EPAM
Experience required: 5y
English level: fluent

Deliver value to customers by facilitating service outcomes that customers want to achieve without the ownership of specific costs and risks
Focus on various business needs, and what business value the Service provides to a client or consumers
Exercise solid leadership skills combined with strong business acumen and in-depth analytical skills
Develop internal processes and keep tracking all incoming and concurrent services across the queue
Inspire and motivate the team and get everyone moving in the same direction executing delivery excellence
Ensure client satisfaction through organization, collaboration and charisma, be in line with CSAT, NPS
Initiate, lead and participate continuous improvement process based on delivery data/services metrics
Provide process guidance and mentoring to tech/dev operations team members
REQUIREMENTS
3+ years’ experience on a similar position
Experience managing KPIs' and SLAs' driven type of engagement
Expertise in leading service processes in conformity with engineering best practices and technology solutions
Ability to follow the service process based on a real need
Being a hands-on practitioner of selected, or multiple industry recognized software development and service delivery methodologies including, ITIL (ITSM)
Understanding of the end-to-end process flow, for instance, Application and Infrastructure support, Testing and Security service delivery, including design strategy, objectives, components, activities, roles and operation and its organizational structure, as well as any interfaces with other processes or lifecycle phases
Having a sense of urgency and ability to quickly make appropriate operational decisions
Demonstrated history of delivering high-quality results on schedule and within budget
Being able to dig into any issue within the service delivery and provide the necessary leadership to the team to find the optimal service solution (service level, problem and incident management, monitoring, business analysis, CSIP, quality assurance, etc.)
Understanding of the Cloud and DevOps domain
Outstanding and effective interpersonal skills; along with strong communication skills both verbal and written
Technical experience would be a plus
Understanding of scaled Agile frameworks would be a plus
Upper-Intermediate or higher English level, both spoken and written (B2+)
WE OFFER