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About the role
As a Senior Manager - Service Design & Optimization Consultant (ITIL) at EPAM, you will play a crucial role in leading and evolving IT Service Management (ITSM) practices. Your responsibilities will include: - Designing target-state ITSM operating models, encompassing processes, roles, governance, tooling, and reporting - Defining and overseeing service catalogs, models, and support frameworks with clear ownership and accountability - Driving continual service improvement programs to enhance experience, stability, and cost efficiency - Identifying systemic issues using service insights and implementing impactful improvement initiatives - Governing service KPIs, SLAs, OLAs, SLOs aligned with business and contractual expectations - Leading internal and client-facing service governance forums to review performance and risks - Advising clients and delivery leadership as an ITIL/ITSM subject matter expert, fostering operational excellence - Conducting workshops and assessments to baseline capabilities and develop future-state roadmaps - Mentoring and developing consultants while promoting best practices and standards across accounts - Supporting pre-sales activities by contributing to ITSM design, transition strategies, and optimization proposals Requirements for this role include: - 1216 years of experience in IT Service Management, Service Design, or Operations in consulting or enterprise environments - Expertise in ITIL practices such as Incident, Problem, Change Enablement, Service Catalog, and Continual Improvement - Background in analytics, translating operational data into improvement roadmaps - Working understanding of Agile, DevOps, and SRE methodologies, alongside cloud/hybrid delivery models - Proficiency in facilitating executive communication and simplifying complex service landscapes - Proven leadership in delivery excellence and fostering a culture of continuous improvement - Qualification in Engineering, Computer Science, or related fields, with a preference for Masters degree/MBA - ITIL v4 Foundation certification with preference for Managing Professional/Strategic Leader credentials - Showcase of service optimization across multi-region or enterprise-scale portfolios - Competency in ITSM platforms like ServiceNow, BMC Helix/Remedy, or Jira Service Management - Demonstrated ability to influence senior stakeholders and drive adoption in global matrixed settings At EPAM, you will have access to various benefits including health benefits, retirement benefits, paid time off, flexible benefits, and forums to explore passions beyond work such as CSR, photography, painting, sports, etc. Additionally, you will have opportunities for self-development, sharing ideas on international platforms, participating in sponsored Tech Talks & Hackathons, accessing LinkedIn learning solutions, and the possibility to relocate to any EPAM office for short and long-term projects. As a Senior Manager - Service Design & Optimization Consultant (ITIL) at EPAM, you will play a crucial role in leading and evolving IT Service Management (ITSM) practices. Your responsibilities will include: - Designing target-state ITSM operating models, encompassing processes, roles, governance, tooling, and reporting - Defining and overseeing service catalogs, models, and support frameworks with clear ownership and accountability - Driving continual service improvement programs to enhance experience, stability, and cost efficiency - Identifying systemic issues using service insights and implementing impactful improvement initiatives - Governing service KPIs, SLAs, OLAs, SLOs aligned with business and contractual expectations - Leading internal and client-facing service governance forums to review performance and risks - Advising clients and delivery leadership as an ITIL/ITSM subject matter expert, fostering operational excellence - Conducting workshops and assessments to baseline capabilities and develop future-state roadmaps - Mentoring and developing consultants while promoting best practices and standards across accounts - Supporting pre-sales activities by contributing to ITSM design, transition strategies, and optimization proposals Requirements for this role include: - 1216 years of experience in IT Service Management, Service Design, or Operations in consulting or enterprise environments - Expertise in ITIL practices such as Incident, Problem, Change Enablement, Service Catalog, and Continual Improvement - Background in analytics, translating operational data into improvement roadmaps - Working understanding of Agile, DevOps, and SRE methodologies, alongside cloud/hybrid delivery models - Proficiency in facilitating executive communication and simplifying complex service landscapes - Proven leadership in delivery excellence and fostering a culture of continuous improvement - Qualification in Engineering, Computer Science, or related fields, with a preference for Masters degree/MBA - ITIL v4 Foundation certification with p
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