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 transform IT Service Management practices across strategic client portfolios. This is a high-impact consulting role where you will collaborate with clients and internal delivery teams to design scalable operating models, govern service performance, and drive continual service improvement at an enterprise level. The ideal candidate brings deep ITIL expertise, strong stakeholder management skills, and a track record of delivering measurable outcomes in complex, multi-region environments. Key Responsibilities - Design and implement target-state ITSM operating models covering processes, governance, roles, tooling, and reporting frameworks - Define and manage service catalogs, service models, and support structures with clear ownership and accountability - Lead continual service improvement programs that deliver tangible gains in stability, user experience, and cost efficiency - Identify systemic issues through service data and analytics, and execute high-impact improvement initiatives - Govern service KPIs, SLAs, OLAs, and SLOs in alignment with business objectives and contractual commitments - Chair internal and client-facing governance forums to review service performance, risks, and improvement actions - Act as an ITIL and ITSM subject matter expert, advising clients and delivery leadership on operational excellence - Conduct capability assessments and workshops to baseline current-state maturity and define future-state roadmaps - Mentor and coach junior consultants while promoting ITSM best practices across accounts - Contribute to pre-sales activities including 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 enterprise environments - Deep expertise in ITIL practices including Incident Management, Problem Management, Change Enablement, Service Catalog, and Continual Improvement - Strong analytical background with the ability to translate operational data into actionable improvement roadmaps - Working knowledge of Agile, DevOps, and SRE methodologies along with cloud and hybrid delivery models - Excellent executive communication and facilitation skills with the ability to simplify complex service landscapes - Proficiency in ITSM platforms such as ServiceNow, BMC Helix or Remedy, or Jira Service Management - Engineering or Computer Science degree; preference for a Master's degree or MBA - ITIL v4 Foundation certification required; Managing Professional or Strategic Leader credentials preferred - Demonstrated ability to influence senior stakeholders and drive adoption in global, matrixed organizations Why Join Us EPAM Systems offers a globally connected work environment where you can make a significant impact on enterprise-scale digital transformations across diverse industries. This role provides an exceptional platform for leadership growth, thought leadership in ITSM, and meaningful collaboration with top-tier clients worldwide.

- 12 to 16 years of experience in IT Service Management, Service Design, or IT Operations - Expertise in ITIL practices including Incident, Problem, Change Enablement, and Continual Improvement - Strong background in analytics and translating operational data into improvement roadmaps - Knowledge of Agile, DevOps, and SRE methodologies alongside cloud and hybrid delivery models - Proficiency in ITSM platforms such as ServiceNow, BMC Helix/Remedy, or Jira Service Management - ITIL v4 Foundation certification; Managing Professional or Strategic Leader credentials preferred - Degree in Engineering or Computer Science; Master's degree or MBA preferred - Proven ability to lead governance forums and influence senior stakeholders in global settings - Experience with multi-region or enterprise-scale service optimization portfolios

- Opportunity to work with a globally recognized IT services and consulting organization - Exposure to large-scale, multi-region enterprise ITSM transformations - Leadership and mentoring opportunities within a collaborative consulting environment - Career growth supported by a culture of continuous learning and improvement