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Delivery Manager (Operation Systems) Mexico City, Mexico

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Delivery Manager (Operation Systems) Description

Job #: 53921
EPAM is committed to providing our global team of 36,700+ EPAMers with inspiring careers from day one. EPAMers lead with passion and honesty and think creatively. Our people are the source of our success and we value collaboration, try to always understand our customers’ business, and strive for the highest standards of excellence. In today’s new market conditions, we continue to support operations for hundreds of clients around the world remotely, with the vast majority of our teams working from home. No matter where you are located, you’ll join a dedicated, diverse community that will help you discover your fullest potential.


You are curious, persistent, logical and clever – a true techie at heart. You enjoy living by the code of your craft and developing elegant solutions for complex problems. If this sounds like you, this could be the perfect opportunity to join EPAM as a DELIVERY MANAGER (OPERATION SYSTEMS). Scroll down to learn more about the position’s responsibilities and requirements.


  • Supervise and assist help desk technicians to ensure they respond to inbound calls and tickets in an efficient and timely manner
  • Able to run a business organization
  • Proven track record of project and program management, as well as organization unit management
  • Take ownership of support issues, engaging other internal / external expertise as required
  • Effectively resolve escalations and have excellent customer communication skills
  • Watch for support trends and adjust processes accordingly and align with the business for continuous process improvements
  • Monitor tickets for quality management and adherence with defined service level agreements
  • Conduct career development, planning and performance of team
  • Develop the team’s leadership capabilities
  • Manage and review performance of personnel
  • Manage team work schedules, conduct staff meetings, and maintain team process documentation
  • Ensure team compliance with all policies, procedures and company regulations
  • Establish and influence operating policies
  • Develop standards around which others will operate
  • Independently determine approach to managing teams and daily operations
  • Play the role as senior service desk manager


  • 7+ years’ at least in a Developer, SysAdmin, DevOps, role managing complex environments
  • Experience managing multiple clients in IT services area
  • Capable to manage more than 20 resources team
  • Self-motivated, self-driven and capable to understand team needs
  • Proactive and capable to manage resources issues in day to day
  • Proven experience managing customer, escalations, contracts, rotation, etc
  • Excellent ability to identify specific customer needs and drive closure to identified customer issues
  • Excellent ability to build a strong team environment
  • Able to coach and mentor others on understanding the customer and identifying specific needs
  • ITIL Foundation certification (v3 or higher)
  • Supervise and assist support engineers to ensure they respond to inbound calls and tickets in an efficient and timely manner
  • Be creative and mature with a “can do”, proactive attitude and an ability to continuously “scan” the environment, identifying and taking advantage of opportunities for improvement
  • Detailed oriented, capable of investigating escalated incidents and requests, communicate professionally in a timely manner, with the ability to adapt and learn new skills quickly
  • Capable to create unambiguous and high-quality deliverables
  • Experience managing human factor and delivery complexity without impacts
  • Capable to generate realistic mid and long-term roles
  • Manages constant changes and effectively deploy new services

Nice to have

  • Experience working on environments that include support of Cloud Providers (AWS, Google, Azure, etc.)
  • Mentoring and team building expertise
  • Cloud Services experience is a big plus
  • Deep understanding of Service Desk documentation design standards
  • Understanding of the Scrum main terms (standup, retrospective, backlog, iteration, etc.) and principles
  • Develops an understanding of challenges for the team
  • Project manager training
  • Advanced ITIL certifications (Service Operations, Service Transition, Service Operations, CSI)

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, 15 days December bonus, 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
  • 10 vacations days plus 2 floating days
  • Official Mexican holidays, plus two extra holidays (December 24th & 31st)
  • Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more

Equal Employment Opportunity

EPAM Systems, Inc. is an equal opportunity employer.  We recognize the value of diversity and inclusion in creating success for our customers, business partners, shareholders, employees and communities. We are committed to recruiting, hiring, developing and promoting employees without discrimination. As a global employer, this commitment includes complying with all laws in the countries in which we operate. Nevertheless, we believe equal employment practices should not be limited to what the law requires. Equal opportunity and inclusion are essential to motivate, empower and recognize the best in everyone.

At EPAM, employment actions are based on individual qualifications, without regard to race, color, religion, creed, gender, pregnancy status, sexual orientation, gender identity, gender expression, marital or familial status, national origin, ancestry, genetics, age, disability status, veteran status, citizenship status when otherwise legally able to work, or any other characteristic protected by law.

Pay Transparency Non-Discrimination Provision

EPAM will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Affirmative Action Obligations as a U.S. Government Federal Contractor

As a U.S. federal government contractor, EPAM is committed to meet its affirmative action obligations to make good faith efforts to expand the recruiting pool of women, minorities, individuals with disabilities, and protected veterans through outreach, targeted recruitment, training opportunities and other activities. We affirm this commitment annually in EPAM’s Affirmative Action Plans. The full text of our Affirmative Action Plan for Persons with a Disability and Protected Veterans is available for inspection in the People Operations Department during normal business hours. Email the People Operations Department to schedule an appointment.

Accessibility for Applicants with Disabilities

EPAM is committed to working with and providing reasonable accommodation to individuals with disabilities. If you require an accommodation at any stage of the employment application process, please send an email to the People Operations Department including your name, a detailed description of your requested accommodation, and the best method to contact you. If you have already reviewed a job posting or submitted an application for a job, please include the requisition number. We will assist you and make a determination on your accommodation request on a case-by-case basis.

EEO is the Law. Applicants to and employees of EPAM Systems Inc., are protected under Federal law from discrimination.

EPAM Systems, Inc. participates in eVerify.

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