Delivery Manager

at  EPAM Systems Inc

We are seeking a driven and seasoned Delivery Manager to lead our team of support engineers and help desk personnel effectively and efficiently.
In this capacity, you will focus on delivering high-quality support services to our clients while guiding your team members’ performance and professional growth.

REQUIREMENTS

• 10+ years of experience in a Developer, SysAdmin, or DevOps role within complex environments
• Proficiency in managing multiple IT service clients
• Background in managing teams of 20+ members
• Self-driven, proactive nature, with a keen ability to discern customer needs and address resource issues
• Strong track record in handling customer escalations, contracts, and rotations
• Excellent skills in team development and coaching
• ITIL Foundation certification (v3 or higher)
• Creativity and a mature, proactive approach
• Detail-oriented with abilities to resolve escalated incidents and communicate professionally
• Flexibility to adapt and learn new skills swiftly
• Experience in managing human elements and delivery challenges without impact
• Capability to envision realistic roles for the mid and long-term
• Fluent English communication skills at a C1 level

• Oversee and guide help desk technicians in responding promptly to inbound calls and tickets
• Direct the operations of a business unit and autonomously make decisions on team management and daily functions
• Demonstrated success in management across projects, programs, and organizational units
• Take responsibility for support challenges, involving additional experts when necessary
• Handle critical issues, ensuring clear communication with customers
• Analyze support trends, modify processes, and synchronize with business needs for ongoing refinement
• Review ticket responses for quality control and adherence to promised service levels
• Foster career growth and strategic performance planning within the team
• Cultivate leadership skills within the team
• Evaluate and manage team member performance
• Organize team schedules, lead staff meetings, and oversee team process documentation
• Confirm team compliance with policies, procedures, and organizational standards
• Define and shape operational policies