Senior Service Delivery Manager / Service Delivery Director (AI-Native Managed Services (Build & Run)

Location: Houston; USAWork type: HybridSeniority: DirectorPrimary skill: Delivery ManagementPosted: 2026-10-12EPAM is seeking a Senior Service Delivery Manager or Service Delivery Director to be the single point of accountability for AI-native Managed Services programs, covering both Build and Run for one of our Energy clients. The scope spans AMS, infrastructure and data platform operations, and product sustain. You will lead delivery governance, commercial management, and executive client relationships. An entrepreneurial mindset is essential.Req# 1099725045ResponsibilitiesOwn program health across all workstreams: governance cadence, KPIs, SLAs, escalations, and risksRun the RAID process and define reporting, dashboards, and steering committee packsDrive consistent delivery practices, tooling, and quality standards across workstreamsBe EPAM’s primary relationship owner with senior client stakeholders across geographiesLead steering committees, QBRs, and executive briefings; translate delivery performance into business language for C-level audiencesBuild trusted advisor relationships that position EPAM for long-term growthLead knowledge transfer from incumbent vendors, onboard EPAM teams, and establish steady-state operationsDesign the target operating model with AI-native capabilities (agentic workflows, GenAI copilots, intelligent monitoring) built in before go-liveStand up monitoring and alerting during Build so each account launches with early warning in placeOwn the transition risk plan, readiness criteria, go/no-go checkpoints, and hypercare with zero disruption to critical operationsOwn incident and problem management, and hold system performance and stability within agreed SLAsTune automation and AI-native tooling in production, and feed lessons back into BuildReduce recurring incidents and ticket volume through root-cause fixes and automationOwn the GenAI and automation roadmap as core to the delivery model, not a side initiativeKeep AI-native capabilities current and share proven practices across EPAMOwn revenue forecasting, margin tracking, cost modelling, and billing accuracyManage SOWs and change requests; protect against uncompensated scope creepDevelop organic growth opportunities and lead expansion proposals with the account teamLead and develop workstream leads, delivery managers, and specialists in a high-accountability cultureImprove employee NPS and reduce project attritionContribute to talent acquisition, succession planning, and EPAM’s delivery management communityRequirements10+ years in Managed Services or IT delivery leadership, with direct ownership of both Build and Run (steady-state operations)Proven experience managing large-scale, complex programs with strategic business impactAn entrepreneurial mindset: ownership, initiative, and a drive to build and growExpertise in vendor consolidation, including transition execution and knowledge retentionStrong background in Application Managed Services delivery and governanceHands-on experience implementing AI-native solutions and process automationSolid experience in the energy sectorTrack record of AI-driven optimization with measurable outcomesAbility to drive efficiency and cost optimization through technology-driven process improvementWorking knowledge of service design, SIAM, ITIL, DevOps, and monitoring and alerting at scaleTrack record of improving client satisfaction and employee NPS, including reducing attritionCreative problem-solving in restrictive or highly regulated environmentsExcellent negotiation, influencing, and communication skills with senior stakeholdersBachelor’s or Master’s degree in Computer Science, Engineering, or a related fieldNice to haveITIL v4/v5 certification or equivalentCloud platform experience (AWS, Azure, or GCP)Experience restructuring delivery teams to meet changing business objectivesWe offerMedical, Dental and Vision Insurance (Subsidized)Health Savings AccountFlexible Spending Accounts (Healthcare, Dependent Care, Commuter)Short-Term and Long-Term Disability (Company Provided)Life and AD&D Insurance (Company Provided)Employee Assistance ProgramUnlimited access to LinkedIn learning solutionsMatched 401(k) Retirement Savings PlanPaid Time OffLegal Plan and Identity Theft ProtectionAccident InsuranceEmployee DiscountsPet InsuranceEmployee Stock Purchase Program