Director, Service Delivery Management Guadalajara, Mexico
Director, Service Delivery Management Description
Job #: 86844
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.
You are strategic, resilient, engaging with people and a natural self-starter. You have a passion for solving complex problems. If this sounds like you, this could be the perfect opportunity to join EPAM as a Director, Service Delivery Manager. Scroll down to learn more about the position’s responsibilities and requirements.
DESCRIPTION
You are strategic, resilient, engaging with people and a natural self-starter. You have a passion for solving complex problems. If this sounds like you, this could be the perfect opportunity to join EPAM as a Director, Service Delivery Manager. Scroll down to learn more about the position’s responsibilities and requirements.
Responsibilities
- Provide oversee and guidance of service metrics
- Ensure incident, request, problem, and change resolution timely as per agreed response times
- Constantly provides service improvement recommendations aiming to increase the value delivered
- Ensure adequate perception of support from clients and end users
- Designing the service solution
- Management information systems and tools
- Organize and prepare the adequate transition of the following components: Service Strategy, People, Process, Technology, Suppliers of the service, Organizational culture, Governance, and Risk
Requirements
- 12+ years of experience as an IT Manager
- Cloud experience (AWS, AZURE, or GCP)
- Experienced Resource Manager of direct 300+ FTE
- Line management of the team of Service Delivery Managers
- Very strong experience in ITSM and ITIL (V3, V4)
- Leadership in the organization on strategic delivery efforts
- Able to handle emergency and complex situations and issues
- Proven tracking record of Service and Delivery Management of mid+ size projects
- Expert in business continuity assurance
- SDL advanced experience
- Experience Designing and Implementing Support and Development Services
- Highly accountable in complex escalation situations
- Expert in Customer Management and Service Quality Assurance
- Expert in Service Metrics and Reporting
- Experience in implementing and managing projects/programs under Agile principles
- Experience in Account Management (Project/Service Financial Management)
- Fluent in English (C1 according to the CEFR)
Nice to have
- Public Cloud Certification
- PMP Certification
We offer
- Career plan and real growth opportunities
- Unlimited access to LinkedIn learning solutions
- International Mobility Plan within 25 countries
- Constant training, mentoring, online corporate courses, eLearning and more
- English classes with a certified teacher
- Support for employee’s initiatives (Algorithms club, toastmasters, agile club and more)
- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
- Flexible work schedule and dress code
- Collaborate in a multicultural environment and share best practices from around the globe
- Hired directly by EPAM & 100% under payroll
- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
- 13 % employee savings fund, capped to the law limit
- Grocery coupons
- 30 days December bonus
- Employee Stock Purchase Plan
- 12 vacations days plus 3 floating days
- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more
- Monthly non-taxable amount for the electricity and internet bills
Conditions
- By applying to our role, you are agreeing that your personal data may be used as in set out in EPAM´s Privacy Notice (https://www.epam.com/applicant-privacy-notice) and Policy (https://www.epam.com/privacy-policy)
