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 Service Delivery Manager to serve as the primary client point of contact, ensuring AMS services align with ITIL and meet SLA/KPI commitments. You will coordinate multidisciplinary teams, lead critical incident responses, and drive continuous operational improvement—apply to help deliver reliable services at scale.

Responsibilities

Own service operations governance to meet SLA, KPI, and contractual commitments

Act as the primary liaison between clients and support, development, and infrastructure teams

Coordinate critical incidents, escalations, and service restoration activities

Lead war rooms and drive clear, timely communications during high-severity events

Monitor ticket backlog, aging, demand trends, and operational performance signals

Run root cause analysis and track corrective and preventive actions to closure

Lead operational and executive service review meetings and align next steps

Produce and present operational, executive, and service performance reports

Drive continuous improvement initiatives to optimize service delivery and reliability

Manage service request processes and ensure consistent ITSM execution across teams

Requirements

8+ years of service delivery experience in AMS or IT Service Management





5+ years of support operations experience under SLAs for critical services

Proven leadership experience coordinating multidisciplinary and distributed teams

Strong stakeholder management skills with managerial and executive audiences

Strong ITIL-based service management knowledge covering SLA, KPI, and OLA governance

Strong incident and problem management skills including critical escalations and recovery coordination

Strong analytical skills for backlog, ticket aging, demand trends, and operational performance metrics

Strong reporting skills to produce operational and executive service performance updates

Strong decision‑making skills under pressure with clear prioritization and organization

Upper-Intermediate English proficiency (B2)

Strong communication skills for executive updates and high‑severity event coordination

Nice to have

Hands‑on experience with ServiceNow

Hands‑on experience with Jira Service Management

Hands‑on experience with Freshservice

Knowledge of application support, integrations, and digital operations

Experience supporting high‑availability digital services in retail or entertainment

We offer

International projects with top brands

Work with integral teams of highly skilled, diverse peers

Healthcare benefits

Employee financial programs

Paid time off and sick leave

Upskilling, reskilling and certification courses

Unlimited access to the LinkedIn Learning library and 22,000+ courses

Global career opportunities

Volunteer and community involvement opportunities

EPAM Employee Groups

Award‑winning culture recognized by Glassdoor, Newsweek and LinkedIn

EPAM is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, protected veteran status, or any other characteristic protected by applicable law.

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📌 Service Delivery Manager (Ejido de la Finca)
🏢 Epam Systems
📍 Ejido de la Finca