We are seeking a Senior Service Delivery Manager – AMS to oversee the end-to-end delivery of AI-driven solutions and Application Management Services for enterprise clients. This role ensures high-quality service, operational excellence and continuous improvement across AI and AMS engagements while acting as the primary point of contact for clients, leading cross-functional teams and driving strategic initiatives to maximize client satisfaction and business value.
Responsibilities
- Lead and manage the delivery of AMS engagements, ensuring adherence to SLAs, KPIs and contractual obligations
- Oversee the transition, stabilization and ongoing support of AI and AMS solutions, including incident, problem, change and release management
- Collaborate with AI engineering, data science and AMS teams to ensure seamless integration and support of AI-powered applications
- Develop and maintain strong client relationships, acting as a trusted advisor and escalation point for service issues
- Drive continuous improvement initiatives, leveraging automation, analytics and AI to optimize service delivery and reduce operational costs
- Monitor service performance, prepare executive dashboards and present regular reports to stakeholders
- Manage budgets, resource allocation and vendor relationships for AI and AMS services
- Ensure compliance with security, privacy and regulatory requirements
- Lead and mentor a team of service delivery managers, engineers and support staff
- Participate in pre-sales activities, solution design and contract negotiations for new AI and AMS opportunities
Requirements
- 15-18 years of experience in IT service delivery, with significant exposure to AI/ML projects and Application Management Services
- Proven track record managing large-scale, complex service delivery engagements for enterprise clients
- Understanding of AI technologies, cloud platforms (AWS, Azure, GCP) and AMS best practices (ITIL, DevOps, SRE)
- Familiarity with automation, monitoring and incident management tools
- Excellent client management, communication and stakeholder engagement skills
- Skills in leadership, team management and mentoring
- Bachelor's or Master's degree in Computer Science, Engineering or related field
- ITIL certification or equivalent is preferred
Nice to have
- Exposure to contract management, financial oversight and vendor governance
- Capability to drive innovation and transformation initiatives leveraging AI and automation
Benefits
Opportunity to work on technical challenges that may impact across geographies
Vast opportunities for self-development: online university, knowledge sharing opportunities globally, learning opportunities through external certifications
Opportunity to share your ideas on international platforms
Sponsored Tech Talks & Hackathons
Unlimited access to LinkedIn learning solutions
Possibility to relocate to any EPAM office for short and long-term projects
Focused individual development
Benefit package:
- Health benefits
- Retirement benefits
- Paid time off
- Flexible benefits
Forums to explore beyond work passion (CSR, photography, painting, sports, etc.)