Senior Service Delivery Manager

The Senior Service Delivery Manager (SDM) is responsible for ensuring the effective and efficient delivery of IT services, with a strong focus on service quality, resource coordination, performance monitoring, and continuous improvement. This role requires a leader who can drive operational excellence, manage escalations, and implement initiatives to enhance service reliability and efficiency. The ideal candidate will have significant experience in database operations and cloud environments, as well as a proven track record in service delivery management within complex, fast-paced organizations. Responsibilities + Service Quality & Performance: Ensure IT service delivery meets or exceeds SLAs and KPIs, proactively monitor metrics, and drive improvements to close performance gaps + Team & Resource Management: Define service team structure, allocate resources, and align skills with service needs. Provide direction, feedback, and performance reviews to ensure high team performance + Escalation & Incident Management: Act as the primary escalation point for service issues, coordinating cross-functional support for swift and seamless resolution + Continuous Improvement: Design and recommend improvements to ensure effective and uninterrupted service operations, leveraging industry best practices + Capacity & Financial Management: Plan capacity and optimize resources for cost-effective service delivery, ensuring alignment with business objectives + Database Operations Oversight: Oversee administration, maintenance, and optimization of relational and non-relational databases (e.g., Oracle, SQL Server, MySQL, PostgreSQL, MongoDB), including backup, recovery, and disaster recovery strategies + Cloud Database Management: Manage deployment, configuration, and administration of databases on cloud VMs (AWS, GCP), ensuring high availability, security, and compliance + Process Automation & Optimization: Lead initiatives to automate database operations and support activities using Infrastructure as Code (IaC) and configuration management tools (e.g., Terraform, Ansible, Chef, Puppet) + Stakeholder & Service Level Management: Participate in SLA negotiations, monitor compliance, and ensure swift issue resolution to maintain service standards. Engage stakeholders and manage communications effectively + Knowledge & Compliance Management: Ensure knowledge accuracy and accessibility within the service framework, and maintain compliance with organizational and regulatory security standards Requirements + 8+ years in IT Service Delivery Management, with a focus on database operations and cloud environments + Experience with relational and non-relational databases (e.g., Oracle, SQL, NoSQL), including backup, recovery, performance tuning, and security + Experience managing databases on AWS and/or GCP VMs, including automation, migration, and high-availability strategies + In-depth knowledge of ITSM principles and best practices; able to transition services, set up KPIs and SLAs, and run 24x7 operations + Excellent team leadership, stakeholder engagement, negotiation, and change management skills + Demonstrated ability to drive process optimization, automation, and continuous improvement initiatives + Preferred experience in property data, financial services, or similar domains with complex, high-volume data operations We offer + 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 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 ( EPAM will not provide new H-1B visa sponsorship for this position. Candidates with existing transferable H-1B status may be considered.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.

Created: 2026-01-27