EPAM is a leading general 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 multidisc

📌 Service Delivery Manager (Morelia)
🏢 Epam Systems
📍 Morelia