EPAM Systems · 9 hours ago
Senior Service Delivery Manager
United States
Full-time
Remote
Senior Level, Lead/Staff
8+ years expEPAM Systems is a leading global provider of digital platform engineering and development services. The Senior Service Delivery Manager is responsible for ensuring effective IT service delivery, focusing on service quality, resource coordination, and continuous improvement while managing escalations and operational excellence.
AnalyticsArtificial Intelligence (AI)Cyber SecurityEnterprise SoftwareInformation TechnologySoftware
No H1B
Responsibilities
Ensure IT service delivery meets or exceeds SLAs and KPIs, proactively monitor metrics, and drive improvements to close performance gaps
Define service team structure, allocate resources, and align skills with service needs. Provide direction, feedback, and performance reviews to ensure high team performance
Act as the primary escalation point for service issues, coordinating cross-functional support for swift and seamless resolution
Design and recommend improvements to ensure effective and uninterrupted service operations, leveraging industry best practices
Plan capacity and optimize resources for cost-effective service delivery, ensuring alignment with business objectives
Oversee administration, maintenance, and optimization of relational and non-relational databases (e.g., Oracle, SQL Server, MySQL, PostgreSQL, MongoDB), including backup, recovery, and disaster recovery strategies
Manage deployment, configuration, and administration of databases on cloud VMs (AWS, GCP), ensuring high availability, security, and compliance
Lead initiatives to automate database operations and support activities using Infrastructure as Code (IaC) and configuration management tools (e.g., Terraform, Ansible, Chef, Puppet)
Participate in SLA negotiations, monitor compliance, and ensure swift issue resolution to maintain service standards. Engage stakeholders and manage communications effectively
Ensure knowledge accuracy and accessibility within the service framework, and maintain compliance with organizational and regulatory security standards
Qualification
Required
8+ years in IT Service Delivery Management, with a focus on database operations and cloud environments
Experience with relational and non-relational databases (e.g., Oracle, SQL, NoSQL), including backup, recovery, performance tuning, and security
Experience managing databases on AWS and/or GCP VMs, including automation, migration, and high-availability strategies
In-depth knowledge of ITSM principles and best practices; able to transition services, set up KPIs and SLAs, and run 24x7 operations
Excellent team leadership, stakeholder engagement, negotiation, and change management skills
Demonstrated ability to drive process optimization, automation, and continuous improvement initiatives
Preferred
Preferred experience in property data, financial services, or similar domains with complex, high-volume data operations
Benefits
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
Legal Plan and Identity Theft Protection
Accident Insurance
Employee Discounts
Pet Insurance
Employee Stock Purchase Program
Company
EPAM Systems
EPAM leverages its core engineering expertise as a leading global product development and digital platform engineering services company.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$75M2012-02-08IPO
2008-06-30Series Unknown· $50M
2008-02-20Series B
Leadership Team
Jason Peterson
Chief Financial Officer
Boris Shnayder
Co-Head of Global Business, SVP
Recent News
2026-01-11
Company data provided by crunchbase