Job Information
EPAM Systems Delivery Director – Managed Services in Toronto, Ontario
EPAM is seeking a dynamic Delivery Director – Managed Services to lead and oversee our managed services delivery operations in Canada. This senior leadership role is pivotal in ensuring exceptional service quality, operational efficiency, and strategic alignment with business objectives. The ideal candidate will drive team leadership, process optimization, performance excellence, and client satisfaction, all while spearheading continuous improvement initiatives and innovative AI use to enhance our service offerings. If you're a visionary leader with a passion for innovation and delivering high-impact solutions, we’d love to connect!
The recruiting efforts for this position are intended to fill an existing vacancy for a new position.
Req.#953265608
Responsibilities
Develop and execute the overall managed services delivery strategy, aligning with EPAM goals and market trends
Helping the team define service level agreements (SLAs) and key performance indicators (KPIs) to measure service quality and customer satisfaction
Identify opportunities to expand managed service offerings and drive new revenue streams
Lead and manage a team of service delivery managers, engineers, and technical support personnel across various service lines
Foster a culture of collaboration, accountability, and continuous improvement within the team
Recruit, develop, and retain top talent with necessary technical skills and customer service expertise
Oversee the day-to-day operations of managed services delivery, ensuring smooth service delivery across all client accounts
Monitor service performance against KPIs, identify areas for improvement, and implement corrective actions
Optimize service delivery processes and workflows to increase efficiency and reduce costs
Build and maintain strong relationships with key client stakeholders, proactively addressing concerns and exceeding expectations
Conduct regular client reviews to gather feedback and ensure alignment with service delivery goals
Manage escalations and resolve complex client issues effectively
Develop and manage the managed services budget, tracking costs and ensuring profitability
Analyze financial data to identify areas for cost optimization and revenue growth
Requirements
10+ years of experience in managed services
Proven experience in managing large-scale managed services operations, preferably within the IT industry
Strong leadership and team management skills with the ability to motivate and develop high-performing teams
Deep understanding of IT service management (ITSM) frameworks, including incident management, problem management, and change management
Excellent communication and interpersonal skills to effectively interact with clients and internal stakeholders at all levels
Strong analytical and problem-solving abilities to identify and address service delivery challenges
Technical expertise in relevant areas like cloud computing, network infrastructure, security, and data management
Proficiency in project management methodologies and tools to ensure successful service delivery
We offer
Extended Healthcare with Prescription Drugs, Dental and Vision, and Healthcare Spending Account (Company Paid)
Life and AD&D Insurance (Company Paid)
Employee Assistance Program (Company Paid)
Telehealth (Company Paid)
Short-term Disability (Company Paid)
Long-Term Disability
Paid Time Off (including vacation and sick days)
Registered Retirement Savings Plan (RRSP) with Company match
Maternity/Parental/Adoption Leave Top-up
Employee Stock Purchase Program
Critical Illness Insurance
Employee Discounts
Unlimited access to LinkedIn learning solutions
EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our clients, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.Engineer the Future with a Career at EPAM (https://www.youtube.com/embed/NU_mnNITn2o?si=IiCxyQ4sr1YJWxDG)
EPAM Canada welcomes and encourages applications from candidates with disabilities. Please contact WFA Human Resource CA WFAHRCA@epam.com if you have questions in this regard, or if you require an accommodation to complete the application process. Click here (http://www.epam.com/content/dam/epam/careers/KB_Canada_AODA_abbr.pdf) to review EPAM’s Accessibility for Ontarians with Disabilities Accessibility Policies and Multi-Year Access.
An artificial intelligence system is software that is developed with one or more techniques that can, for a given set of human-defined objectives, using algorithmic information processing, generate outputs such as content, predictions, recommendations, or decisions with varying levels of autonomy (“AI”). Tasks that humans have traditionally done by thinking and reasoning are increasingly being done by, or with the help of, AI to help create efficiencies. EPAM may use AI during the recruitment process, in connection with collecting or processing your personal data. Some (non-exhaustive) examples of tasks that EPAM may use AI for include conducting initial screening, creating transcripts of interviews, and assessing applications/CVs against defined job description criteria to make suggestions to the individuals evaluating your candidacy. Your personal data and the results of any processing are not shared with AI applications outside of EPAM infrastructure. While EPAM may use AI to help create efficiencies during the recruitment process, EPAM does not use AI to make hiring decisions, which is done by EPAM Talent Acquisition and management.
EPAM Systems, Inc. is an equal opportunity employer. We recognize the value of diversity and inclusion in creating success for our customers, business partners, shareholders, employees and communities. We are committed to recruiting, hiring, developing and promoting employees without discrimination. As a global employer, this commitment includes complying with all laws in the countries in which we operate. Nevertheless, we believe equal employment practices should not be limited to what the law requires. Equal opportunity and inclusion are essential to motivate, empower and recognize the best in everyone.
At EPAM, employment actions are based on individual qualifications, without regard to race, color, religion, creed, gender, pregnancy status, sexual orientation, gender identity, gender expression, marital or familial status, national origin, ancestry, genetics, age, disability status, veteran status, citizenship status when otherwise legally able to work, or any other characteristic protected by law.