Job Description

Director, Service Delivery Management Description

We are currently seeking a Director of Service Delivery Management to oversee our remote team operations. This critical senior position encompasses comprehensive oversight of all service delivery aspects within an IT setting, demanding a well-experienced professional with a deep background in service delivery, project, and program management. The ideal candidate will be a strategic leader adept at initiating and steering delivery initiatives from start to successful completion, ensuring they align with and surpass organizational objectives.

Responsibilities

• Oversee the management of programs, projects, and organizational segments with over 100 FTEs
• Maintain exemplary project governance and ensure consistent engagement with senior management
• Advocate for and implement best practices in service delivery
• Actively identify and lead the integration of upcoming industry trends
• Develop and maintain strategic relationships with high-level customers
• Design service delivery frameworks that are customized to meet client demands
• Allocate necessary resources to monitor and maintain service delivery systems efficiently
• Lead extensive collaboration and manage relationships with all stakeholders
• Promote a culture of continuous improvement within all service delivery operations
• Create and enforce risk management strategies to reduce potential disruptions
• Develop and roll out training programs to enhance team skills and knowledge
• Ensure strict adherence to industry standards and regulatory compliance
• Champion the adoption of innovative technologies to enhance service delivery
• Ensure clear and consistent communication across the organization
• Regularly review and refine service delivery metrics and performance indicators to meet business goals

Requirements

• Minimum of 12 years in IT with at least 8 years focused on service delivery or project/program management
• Demonstrated ability to manage large teams or significant projects with more than 100 FTEs
• Proficient in handling complex and urgent situations with efficiency
• Strong track record of developing visionary strategies and cohesive delivery approaches
• Comprehensive experience in creating, advocating, and implementing advanced delivery concepts
• Skilled in managing result-oriented service delivery frameworks
• Thorough knowledge of service delivery processes, practices, and strategies
• Proven capability to conceptualize and implement robust service delivery frameworks from scratch
• Effective in mentoring teams and leading them to achieve positive results
• Experienced in managing the complete spectrum of a delivery organization, including business acquisition, ongoing development, and quality improvement
• Skilled at handling service lifecycle issues, conflicts, and competing demands
• Trusted by top management to handle client relationships and develop collaborative partnerships
• Fluent in English with a C1 level proficiency or higher

Nice to have

• Relevant professional certifications
• Experience managing service delivery on a global scale
• Knowledge of the latest IT service management tools and innovations

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 4 floating days
• Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
• Monthly non-taxable amount for the electricity and internet bills

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.

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