Service Delivery Manager - Hybrid

If you are an experienced Service Delivery Manager with network engineering background and looking for a high-impact role with a global leader in digital transformation, EPAM is the perfect next step in your career! As an EPAMer, you'll have the opportunity to work with a supportive team, on a variety of interesting projects for some of the biggest brands in the world. Are you ready for the next step in your career journey? Apply now!
Req.#778364657

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Responsibilities

• The Service Delivery Manager will be responsible for managing all aspects of our service delivery, including establishing and maintaining service levels, managing customer relationships, and ensuring high customer satisfaction
• Manage all service delivery processes and procedures
• Ensure high customer satisfaction through effective service delivery
• Establish and maintain service levels
• Manage and develop customer relationships
• Lead and manage service delivery teams
• Implement continuous improvement initiatives to enhance service delivery
• Resolve customer issues and complaints promptly and professionally
• Work closely with other departments to ensure seamless service delivery
• Monitor and report on service delivery metrics
• Assist on design and implementation oversight, and maintenance of client network infrastructure
• Manage and mentor a team of network engineers and technicians across the globe, fostering a collaborative environment
• Ensure that network-related issues/services requests reported via ticketing systems are prioritized, assigned, and resolved efficiently
• Coordinate network-related projects and ensure alignment with client timelines

• The ideal candidate is a customer-focused leader who is experienced in managing teams and has a deep understanding of service delivery processes, procedures and network engineering
• Strong understanding of service delivery processes and procedures
• Excellent leadership and customer management skills
• Strong problem-solving abilities
• Excellent verbal and written communication skills
• Ability to manage and lead teams
• Networking and Infrastructure service delivery experience
• Ability to work from the office in Irving, TX 2-3 times per week or as requested

• 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