Delivery Director – Managed Services

EPAM is seeking a dynamic Delivery Director – Managed Services to lead and oversee our managed services delivery operations in Canada. 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 and innovative AI use 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.#953265608

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

• 10+ 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

• Extended Healthcare with Prescription Drugs, Dental and Vision, and Healthcare Spending Account (Company Paid)
• Life and AD&D Insurance (Company Paid)
• Employee Assistance Program (Company Paid)
• Telehealth (Company Paid)
• Short-term Disability (Company Paid)
• Long-Term Disability
• Paid Time Off (including vacation and sick days)
• Registered Retirement Savings Plan (RRSP) with Company match
• Maternity/Parental/Adoption Leave Top-up
• Employee Stock Purchase Program
• Critical Illness Insurance
• Employee Discounts
• Unlimited access to LinkedIn learning solutions

An artificial intelligence system is software that is developed with one or more techniques that can, for a given set of human-defined objectives, using algorithmic information processing, generate outputs such as content, predictions, recommendations, or decisions with varying levels of autonomy (“AI”). Tasks that humans have traditionally done by thinking and reasoning are increasingly being done by, or with the help of, AI to help create efficiencies. EPAM may use AI during the recruitment process, in connection with collecting or processing your personal data. Some (non-exhaustive) examples of tasks that EPAM may use AI for include conducting initial screening, creating transcripts of interviews, and assessing applications/CVs against defined job description criteria to make suggestions to the individuals evaluating your candidacy. Your personal data and the results of any processing are not shared with AI applications outside of EPAM infrastructure. While EPAM may use AI to help create efficiencies during the recruitment process, EPAM does not use AI to make hiring decisions, which is done by EPAM Talent Acquisition and management.

EPAM Canada welcomes and encourages applications from candidates with disabilities. Please contact WFA Human Resource CA [email protected] if you have questions in this regard, or if you require an accommodation to complete the application process. Click here to review EPAM’s Accessibility for Ontarians with Disabilities Accessibility Policies and Multi-Year Access.

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our clients, 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.
Engineer the Future with a Career at EPAM