Position: Service Delivery Manager
Company: EPAM Systems
Category: Lead
Experience required: 5y
English level: upper
Published: 2022-02-01T00:00:00+02:00

Description: 
-	Have a clear and deep view on the concept of Service and specific types of Services (Managed Service, Shared Service, and etc.); 
-	Manage KPIs' and SLAs' driven type of engagement; 
-	Focus on various business needs, and what business value the Service provides to a client or consumers;
-	Develop internal processes and keep tracking all incoming and concurrent services across the queue;

A Service is a means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs and risks.

Requirements:
-	English – B2+ (or higher) both verbal and written;
-	3+ years’ experience on managerial roles;
-	Understanding of the Cloud and DevOps domain;  
-	Service delivery experience in high-tech industry, with proven ability to deliver complex service projects;
-	Lead service processes in conformity with engineering best practices and technology solutions;
-	Able to follow the service process based on a real need. Is a hands on practitioner of selected, or multiple industry recognized service delivery methodologies including ITIL (ITSM) and software development;
-	Have 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;
-	Demonstrated history of delivering high-quality results on schedule and within budget;
-	Be 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.);
-	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;

WE OFFER: 
- Competitive compensation depending on experience and skills;
- Individual career path;
- Unlimited access to LinkedIn learning solutions;
- Social package - medical insurance, sports;
- Compensation for sick lists and regular vacations;
- English classes with native speakers (certified English teachers);
- Flexible work hours.