What You’ll Do

• Build, optimize and facilitate service delivery management processes
• Build strong relationships with multiple business and technology stakeholders
• Assess and plan remediation of existing service delivery challenges from a process and delivery perspective
• Identify, negotiate and coordinate the implementation of continuous improvement initiatives to achieve increased productivity, cost efficiency and business value
• Play role of offshore team representative onsite
• Close the communication gaps and clarifications between locations
• Drive escalation management process
• Program and service delivery management capabilities with leadership and managerial functions on multiple large size projects simultaneously or small programs with average monthly workload for 40+ FTE
• Deliver outcome-based engagements and leading large-scale service transformation initiatives
• Monitor and control project management milestones and obligations within a managed services program
• Supervise staffing process
• Manage and optimize steady state operations (Dev, QA and Support)
• Ensure all teams on the project team understand managed services framework methods and procedures used, able to enforce control and reporting
• Work closely with client's top management, understanding the customer's goals and business objectives
• Proactively cooperates and engages stakeholders through the project lifecycle to evolve, optimize and improve customer's experience
• Contribute to the assessment, development and improvement of managed services framework applied on the project
• Cooperate with EPAM competency centers, EPAM and client delivery teams and account management group for continuous managed services program improvement

What You Have

• Experience delivering level of effort and estimates for new client initiatives, planning additional team capacity for new scope or initiatives
• Able to lead and engage people in a conversation, moderate small and large meetings, excellent written skills
• Has the ability to influence people with their ideas, conduct public speaking within large groups, solid skills in preparing slide decks and visual materials in scope relevant to project's needs
• Able to conduct training and coaching sessions, prepare training materials, presentations and speeches
• Strong expertise in IT service management, including operational processes setup, service level management, metrics and measurement, demand and capacity management, continuous improvement and service delivery optimization
• Working with development and support teams for projects of 40+ people
• Implementing Agile practices within the business, client services and support stakeholders’ level
• Working with teams across multiple locations (including offshore and onshore)
• Determining and managing client expectations
• Project lifecycle management
• Documentation management
• Process improvements
• Client management
• Reporting management
• Production support experience
• Owning release management process

What 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
• Legal Plan and Identity Theft Protection
• Accident Insurance
• Employee Discounts
• Pet Insurance
• REQ #: 186343625