305 King St W
Suite 1100
Kitchener, ON N2G 1B9
Canada
Senior Service Delivery Manager Milan, Italy
Senior Service Delivery Manager Description
We are seeking a highly skilled and motivated Senior Service Delivery Manager to manage and oversee service delivery and operations of our clients across various streams in Italy (preferably North of Italy). The role requires a mix of remote and on-site work in a hybrid model.
The ideal candidate will have extensive experience in Service Delivery and Operations with a proven track record in managing large scale IT infrastructure, and monitoring main service KPIs & SLA’s, managing support teams on shifts, incident management and disaster recovery procedures.
Come and join EPAM where Engineering is in our DNA.
#LI-DNI
Responsibilities
- Provide guidance on service metrics and service improvement recommendations
- Coordinate incidents resolution, requests, problems and change resolutions in a timely fashion, as per agreed SLAs
- Build teams and processes to provide the agreed levels of support to clients and end users
- Design service solutions for continuously improving our clients’ operational intelligence
- Manage information systems and tools
- Organise and prepare adequate transition of the following components: service strategy, people, processes, technology, suppliers, culture, governance and risk
Requirements
- Proven track record of Service and Delivery Management of medium to large size projects
- Experience in ITSM/ITIL, SDL and Cloud (AWS, AZURE or GCP)
- Ability to handle emergency and complex situations, including escalations
- Experience designing and implementing support and development services
- Expert in Customer Management, Service Quality Assurance and Business Continuity Assurance
- Experience in managing projects following Agile principles, adopting the correct service metrics and reporting
- Native Italian, fluent English skill is a must
Nice to have
- Public Cloud Certification
- ITIL Certification
- PMP Certification
We offer
- Blue Assistance - Reale Group Medical Plan
- Medical and dental surgery discounts
- Corporate perks and discounts
- Corporate Programs including Employee Referral Program with rewards
- Learning and development opportunities including in-house training and coaching, professional certifications, over 22,000 courses on LinkedIn Learning Solutions and much more
- *All benefits and perks are subject to certain eligibility requirements
