Senior Infrastructure Delivery Manager

Join as a Support Service Coordinator and lead an L2 support team managing Microsoft 365, endpoint management and end-user computing for customers in a financial institution. Coordinate daily operations, ensure service level adherence and act as the interface between IT support and the business., * Manage team scheduling, shift rotas, on-call coverage and capacity planning

• Triage and prioritise incoming work, assign tickets and ensure SLA targets are met
• Own major incident coordination including bridge calls, resolution drive and stakeholder communication
• Act as primary escalation point for VIP and executive-level issues ensuring white-glove service
• Ensure ITIL process adherence across incident, problem, change and knowledge management in ServiceNow
• Produce and present monthly service reports covering incident trends, SLA compliance and team capacity
• Liaise with business stakeholders and third-party vendors, managing expectations and tracking performance
• Drive continuous improvement through trend analysis, automation and shift-left initiatives
• Maintain quality of team knowledge output including runbooks, SOPs and known error records
• Support audit activities and ensure compliance with regulatory requirements

• 5-7 years in IT support operations with 2-3 years in a team lead or coordinator role managing 8-15 staff
• ITIL v3/v4 Foundation certified with strong process discipline
• Solid understanding of M365, Windows endpoints, Active Directory and Citrix VDI
• Experience with ServiceNow for dashboards, workflows and SLA reporting
• Strong stakeholder management skills comfortable with senior executives and VIP users
• Experience coordinating major incidents and producing post-incident reviews
• Experience in financial services or regulated environments
• Excellent organisational skills and ability to remain calm under pressure
• Experience with team capacity planning and resource management
• Strong communication and documentation skills

Nice to have

• ITIL v4 Managing Professional HDI Support Center Manager or Microsoft certifications
• Experience with ServiceNow Performance Analytics CMDB and service catalogue design
• Familiarity with Power BI for operational dashboards and reporting
• Experience managing support through technology transitions
• Exposure to CSI programmes Lean/Six Sigma or SIAM principles
• Experience supporting regulatory audits penetration testing or business continuity exercises

• Private health insurance
• EPAM Employees Stock Purchase Plan
• 100% paid sick leave
• Referral Program
• Professional certification
• Language courses, * WORK AND LIFE BALANCE. Enjoy more of your personal time with flexible work options, 24 working days of annual leave and paid time off for numerous public holidays.
• CONTINUOUS LEARNING CULTURE. Craft your personal Career Development Plan to align with your learning objectives. Take advantage of internal training, mentorship, sponsored certifications and LinkedIn courses.
• CLEAR AND DIFFERENT CAREER PATHS. Grow in engineering or managerial direction to become a People Manager, in-depth technical specialist, Solution Architect, or Project/Delivery Manager.
• STRONG PROFESSIONAL COMMUNITY. Join a global EPAM community of highly skilled experts and connect with them to solve challenges, exchange ideas, share expertise and make friends.

EPAM is a leading digital transformation services and product engineering company with 61,700+ EPAMers in 55+ countries and regions. Since 1993, our multidisciplinary teams have been helping make the future real for our clients and communities around the world. In 2018, we opened an office in Spain that quickly grew to over 1,450 EPAMers distributed between the offices in Málaga, Madrid and Cáceres as well as remotely across the country. Here you will collaborate with multinational teams, contribute to numerous innovative projects, and have an opportunity to learn and grow continuously.