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EPAM is seeking a dynamic Head of Delivery – Managed Services to lead and oversee our managed services delivery operations across the Americas.

This senior leadership role is pivotal in ensuring exceptional service quality, operational efficiency, and strategic alignment with business objectives. The ideal candidate will drive team leadership, process optimization, performance excellence, and client satisfaction, all while spearheading continuous improvement initiatives to enhance our service offerings. If you're a visionary leader with a passion for innovation and delivering high-impact solutions, we’d love to connect! Req,#796768044

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Responsibilities

• Develop and execute the overall managed services delivery strategy, aligning with EPAM goals and market trends

• Helping the team define service level agreements (SLAs) and key performance indicators (KPIs) to measure service quality and customer satisfaction

• Identify opportunities to expand managed service offerings and drive new revenue streams

• Lead and manage a team of service delivery managers, engineers, and technical support personnel across various service lines

• Foster a culture of collaboration, accountability, and continuous improvement within the team

• Recruit, develop, and retain top talent with necessary technical skills and customer service expertise

• Oversee the day-to-day operations of managed services delivery, ensuring smooth service delivery across all client accounts

• Monitor service performance against KPIs, identify areas for improvement, and implement corrective actions

• Optimize service delivery processes and workflows to increase efficiency and reduce costs

• Build and maintain strong relationships with key client stakeholders, proactively addressing concerns and exceeding expectations

• Conduct regular client reviews to gather feedback and ensure alignment with service delivery goals

• Manage escalations and resolve complex client issues effectively

• Develop and manage the managed services budget, tracking costs and ensuring profitability

• Analyze financial data to identify areas for cost optimization and revenue growth

Requirements

• 20+ years of experience in managed services

• Proven experience in managing large-scale managed services operations, preferably within the IT industry

• Strong leadership and team management skills with the ability to motivate and develop high-performing teams

• Deep understanding of IT service management (ITSM) frameworks, including incident management, problem management, and change management

• Excellent communication and interpersonal skills to effectively interact with clients and internal stakeholders at all levels

• Strong analytical and problem-solving abilities to identify and address service delivery challenges

• Technical expertise in relevant areas like cloud computing, network infrastructure, security, and data management

• Proficiency in project management methodologies and tools to ensure successful service delivery

We offer

• Medical, Dental and Vision Insurance (Subsidized)

• Health Savings Account

• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)

• Short-Term and Long-Term Disability (Company Provided)

• Life and AD&D Insurance (Company Provided)

• Employee Assistance Program

• Unlimited access to LinkedIn learning solutions

• Matched 401(k) Retirement Savings Plan

• Paid Time Off – the employee will be eligible to accrue 15-25 paid days, depending on specific level and tenure with EPAM (accrual eligibility may change over time)

• Paid Holidays - nine (9) total per year

• Legal Plan and Identity Theft Protection

• Accident Insurance

• Employee Discounts

• Pet Insurance

• Employee Stock Purchase Program

• If otherwise eligible, participation in the discretionary annual bonus program

• If otherwise eligible and hired into a qualifying level, participation in the discretionary Long-Term Incentive (LTI) Program

For remote work in New York City only.

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.

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This posting includes a good faith range of the salary EPAM would reasonably expect to pay the selected candidate. The range provided reflects base salary only. Individual compensation offers within the range are based on a variety of factors, including, but not limited to: geographic location, experience, credentials, education, training; the demand for the role; and overall business and labor market considerations. Most candidates are hired at a salary within the range disclosed. Salary range: $180,000 - $230,000. In addition, the details highlighted in this job posting above are a general description of all other expected benefits and compensation for the position.

Applications will be accepted on a rolling basis.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

EPAM Systems, Inc. is an equal opportunity employer. We recognize the value of diversity and inclusion in creating success for our customers, business partners, shareholders, employees and communities. We are committed to recruiting, hiring, developing and promoting employees without discrimination. As a global employer, this commitment includes complying with all laws in the countries in which we operate. Nevertheless, we believe equal employment practices should not be limited to what the law requires. Equal opportunity and inclusion are essential to motivate, empower and recognize the best in everyone.

At EPAM, employment actions are based on individual qualifications, without regard to race, color, religion, creed, gender, pregnancy status, sexual orientation, gender identity, gender expression, marital or familial status, national origin, ancestry, genetics, age, disability status, veteran status, citizenship status when otherwise legally able to work, or any other characteristic protected by law.