Overview

We are looking for an experienced Software/Service Delivery Manager/Head of Client Delivery Center who will lead the transition of an existing delivery model into a Service Delivery / Managed Services model. This person will combine strong engineering leadership with client-facing delivery ownership, operating with clear metrics/KPIs/SLAs and building a predictable, scalable, continuously improving service.

The role requires frequent travel to the client site and strong stakeholder management, alongside the ability to guide teams through operational and process changes (e.g., onboarding to managed capacity, defining runbooks, implementing reporting, and driving governance).

Responsibilities

  • Lead transition to Service Delivery model: plan and execute migration from the current engagement model into managed services/service delivery (people, process, tooling, governance)
  • Own delivery health and performance: define, track, and improve operational metrics (KPIs), ensuring delivery outcomes meet agreed expectations (e.g., SLAs/SLOs where applicable)
  • Act as a trusted partner for the customer; run regular governance meetings, communicate risks, manage expectations, and drive alignment on priorities
  • Establish service management routines (incident/problem/change as relevant), reporting cadences, escalation paths, and quality controls
  • Mentor and lead engineers/leads; ensure technical direction supports reliability, scalability, maintainability, and efficient delivery
  • Identify bottlenecks, improve throughput and quality, and drive automation and standardization where beneficial
  • Understand delivery economics (capacity, utilization, cost drivers) and make decisions that support sustainable service operations
  • Travel frequently to the client to support transition, stakeholder alignment, and operational maturity
  • Pragmatically adopt AI and automation to improve service outcomes
  • Ensure secure, compliant, and transparent use of AI tools in customer environments
  • Measure impact and avoid “tool-first” changes without a clear delivery benefit

Requirements

  • 12+ years of proven experience as a Software Engineering Manager, Delivery Manager, or Engineering Lead in complex client-facing environments
  • Demonstrated ability to operate in a managed capacity or managed services setup with a strong focus on metrics and KPIs
  • Strong customer-facing skills: stakeholder management, governance, negotiation, and clear communication
  • Solid technical background, such as software engineering experience, with the ability to engage credibly with engineers and customer technical stakeholders
  • Experience leading change: transitioning teams and processes, introducing new operational models, and driving adoption
  • Comfortable with accountability, ambiguity, and building structure where it doesn’t yet exist
  • English language proficiency at an Advanced level (C1) with exceptional communication abilities in both written and verbal mediums

Nice to have

  • Direct experience in Service Delivery / Managed Services roles (e.g., a Service Delivery Manager background)
  • Familiarity with ITIL concepts (incident/problem/change), SRE practices, and SLA/SLO management
  • Experience with distributed teams and multi-vendor customer environments
  • Success Measures (Examples)
  • A Service Delivery model implemented with clear governance, reporting, and operational cadence
  • KPIs defined and consistently met/improved (e.g., quality, throughput, predictability, and customer satisfaction)
  • Reduced delivery risk through improved processes, transparency, and escalation management
  • Strong client feedback and a trusted-advisor standing

Poland (Prod)

We gather like-minded people:

  • Engineering community of industry professionals
  • Friendly team and enjoyable working environment
  • Flexible schedule and opportunity to work remotely within Poland
  • Chance to work abroad for up to 60 days annually
  • Business-driven relocation opportunities

We provide growth opportunities:

  • Outstanding career roadmap
  • Leadership development, career advising, soft skills, and well-being programs
  • Certification (GCP, Azure, AWS)
  • Unlimited access to LinkedIn Learning, Get Abstract, Cloud Guru
  • English classes

We cover it all:

  • Stable income (Employment Contract or B2B)
  • Participation in the Employee Stock Purchase Plan
  • Benefits package (health insurance, multisport, shopping vouchers)
  • Strategically located offices featuring entertainment and relaxation zones, table tennis and football, free snacks, fantastic coffee, and more
  • Referral bonuses
  • Corporate, social and well-being events

Please, note:

  • The set of bonuses might vary based on the role you apply for – specifics will be discussed with our recruiter during the general interview.
  • We will reach out to selected candidates exclusively.

[epamgdo] Poland (About EPAM)

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, 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.