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Director, Service Delivery Management Mexico City, Mexico

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Director, Service Delivery Management Description

Job #: 86656
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 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 Director Service Delivery Manager . Scroll down to learn more about the position’s responsibilities and requirements.


  • 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


  • 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 4 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


  • 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)