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Service Delivery Manager Ukraine Kyiv, Dnipro, Kharkiv, Lviv, Odesa, Mykolaiv, Zaporizhzhia, Vinnytsia, Remote

Service Delivery Manager Description

Job #: 66330
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.

DESCRIPTION


Service Delivery Manager is a role, career path, and competency, which is similar in nature to Delivery Manager, but with an emphasis on the ownership of all aspects of service delivery and management.
A Service is a means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs and risks.

Responsibilities

  • Manage KPIs' and SLAs' driven type of engagement
  • Focus on various business needs, and what business value the Service provides to a client or consumers
  • Develop internal processes and keep tracking all incoming and concurrent services across the queue
  • Lead service processes in conformity with engineering best practices and technology solutions
  • Ensure client satisfaction through organization, collaboration and charisma, be in line with CSAT, NPS
  • Initiate, lead and participate continuous improvement process based on delivery data/services metrics
  • Outstanding and effective interpersonal skills

Requirements

  • 3+ years’ experience on managerial roles
  • Have a clear and deep view on the concept of Service and specific types of Services (Managed Service, Shared Service, and etc.)
  • Understanding of the Cloud and DevOps domain
  • Able to follow the service process based on a real need. Is a hands on practitioner of selected, or multiple industry recognized service delivery methodologies including ITIL (ITSM) and software development
  • Service delivery experience in high-tech industry, with proven ability to deliver complex service projects
  • Have understanding of the end-to-end process flow, for instance, Application and Infrastructure support, Testing and Security service delivery, including design strategy, objectives, components, activities, roles and operation and its organizational structure, as well as any interfaces with other processes or lifecycle phases
  • Demonstrated history of delivering high-quality results on schedule and within budget
  • Be able to dig into any issue within the service delivery and provide the necessary leadership to the team to find the optimal service solution (service level, problem and incident management, monitoring, business analysis, CSIP, quality assurance, etc.)
  • Service delivery experience in high-tech industry, with proven ability to deliver complex service projects
  • Have experience managing the implementation and update of services governance/methodology. Sense of urgency and ability to quickly make appropriate operational decisions
  • English – B2+ (or higher) both verbal and written

We offer

  • Competitive compensation depending on experience and skills
  • Individual career path
  • Unlimited access to LinkedIn learning solutions
  • Social package - medical insurance, sports
  • Compensation for sick lists and regular vacations
  • English classes with native speakers (certified English teachers)
  • Flexible work hours

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