Senior Manager - Service Design and Optimization Consultant (ITIL)

Role Overview EPAM Systems is looking for an experienced Senior Manager in Service Design and Optimization to lead and mature IT Service Management practices across strategic client portfolios. This is a high-impact consulting role that bridges client advisory, service architecture, and operational excellence. You will partner with both internal delivery teams and external clients to design scalable ITSM models and drive measurable service improvements. Key Responsibilities - Design and implement target-state ITSM operating models covering processes, governance, tooling, roles, and reporting structures - Define service catalogs, support frameworks, and service models with clear accountability and ownership - Lead continual service improvement programs focused on better user experience, system stability, and cost efficiency - Identify root-cause and systemic issues using service data and analytics, and implement high-impact improvement initiatives - Govern service performance metrics including KPIs, SLAs, OLAs, and SLOs in alignment with business and contractual obligations - Chair internal and client-facing governance forums to review service performance, risks, and improvement outcomes - Serve as an ITIL and ITSM subject matter expert, advising clients and delivery leadership on operational best practices - Conduct workshops and capability assessments to establish baselines and develop future-state service roadmaps - Mentor junior consultants and promote consistent standards and best practices across accounts - Contribute to pre-sales activities by supporting ITSM design, transition strategies, and service optimization proposals Required Qualifications - 12 to 16 years of hands-on experience in IT Service Management, Service Design, or IT Operations within consulting or large enterprise environments - Deep expertise in ITIL practices including Incident Management, Problem Management, Change Enablement, Service Catalog, and Continual Improvement - Strong background in service analytics and translating operational data into actionable improvement roadmaps - Working knowledge of Agile, DevOps, and SRE methodologies alongside cloud and hybrid delivery models - Excellent executive communication and stakeholder management skills with the ability to simplify complex service landscapes - Demonstrated leadership in driving delivery excellence and building a culture of continuous improvement - Degree in Engineering, Computer Science, or a related discipline; Master's degree or MBA preferred - ITIL v4 Foundation certification required; Managing Professional or Strategic Leader credentials preferred - Proven experience optimizing services across multi-region or enterprise-scale portfolios - Hands-on proficiency with ITSM platforms such as ServiceNow, BMC Helix or Remedy, or Jira Service Management - Demonstrated ability to influence senior stakeholders and drive adoption within global matrixed organizations Why Join Us EPAM Systems is a globally recognized technology services and consulting company with a strong reputation for engineering excellence and innovation. This role offers the opportunity to shape enterprise-scale service strategies, work alongside world-class consultants, and make a direct impact on client success across diverse industries.

- 12 to 16 years in IT Service Management, Service Design, or IT Operations - Expertise in ITIL practices including Incident, Problem, Change Enablement, and Continual Improvement - Experience with service analytics and data-driven improvement roadmaps - Knowledge of Agile, DevOps, and SRE methodologies - Proficiency in ServiceNow, BMC Helix or Remedy, or Jira Service Management - ITIL v4 Foundation certification; Managing Professional or Strategic Leader preferred - Strong executive communication and stakeholder management skills - Experience with multi-region or enterprise-scale service portfolios - Degree in Engineering, Computer Science, or related field; MBA or Master's preferred - Ability to influence senior leaders in global matrixed environments

- Opportunity to work with a globally recognized IT consulting organization - Exposure to large-scale enterprise and multi-region client portfolios - Career growth within a culture of continuous learning and operational excellence - Collaborative work environment with access to industry-leading tools and frameworks