Service Delivery Manager

London, UK

Striving for excellence is in our DNA. Since 1993, we have been helping the world’s leading companies imagine, design, engineer, and deliver software and digital experiences that change the world. We are more than just specialists, we are experts.

DESCRIPTION


Currently we are looking for a Service Delivery Manager for our London office to make the team even stronger.

EPAM employs exceptionally talented people who have a passion for and take pride in their work and are perfectionists in what they do. We believe that every one of our employees makes a difference and contributes to the synergy that moves us ahead in achieving our goals.

As a Service Manager, you will be responsible for managing relationship with our clients to ensure superior quality of service. Our ideal candidate should possess skills that make him/her a subject matter expert in Cloud Enablement, DevOps and managed services coupled with the ability to cross-functional management of project teams across multiple locations, solution practices and business domains.

Responsibilities

  • Be a liaison between the client and geo-distributed delivery teams;
  • Perform cross-functional management of project teams across multiple locations, solution practices and business domains;
  • Manage customer expectations and relationship, ensure successful service delivery and high CSAT level;
  • Identify and manage engagement risks and flag major issues early and address customer issues during an engagement in cooperation with the Account Manager;
  • Prepare engagement revenue and resource forecasts, timesheets and billing information, weekly/monthly engagement and service level reports;
  • Drive continuous improvement initiatives, recommending new business models, workflows, or innovative solutions to achieve efficiency improvements, and better user experiences;
  • Prepare estimations on time frames, quality and quantity of resources required to successfully implement projects; develop project plan incorporating all project variables;
  • Participate in new business development, coordinate the preparation of customer proposals and statements of work;
  • Occasional mentoring of peers, including making sure that the offshore and onsite project team undertakes their duties effectively;
  • Travel to client sites as needed.

Requirements

  • Proven experience in IT Service Management (relationship management, service quality management, planning, scheduling, project communication, issue resolution, change management, and risk management);
  • Excellent communication, negotiation and client relationship management skills;
  • Great problem solving skills and ability to identify and mitigate risks early on;
  • Solid experience in Pre-sales supervision, coordination or/and execution;
  • Experience working with near shore delivery/engineering teams working out of Hungary, Belarus and Ukraine;
  • Knowledge of ITIL methodology, and ability to build tailored processes based on project needs;
  • Good understanding of DevOps principles and Cloud technologies.