Director, Service Delivery Management

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.DESCRIPTION :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 aDirector Service Delivery Manager.Scroll down to learn more about the position's responsibilities and requirements.RESPONSIBILITIESProvide oversee and guidance of service metricsEnsure incident, request, problem, and change resolution timely as per agreed response timesConstantly provides service improvement recommendations aiming to increase the value deliveredEnsure adequate perception of support from clients and end usersDesigning the service solutionManagement information systems and toolsOrganize and prepare the adequate transition of the following components : Service Strategy, People, Process, Technology, Suppliers of the service, Organizational culture, Governance, RiskREQUIREMENTS12+ years of experience as IT ManagerExperienced Resource Manager of direct 300+ FTELine management of the team of Service Delivery ManagersVery strong experience in ITSM and ITILLeadership in the organization on strategic delivery effortsAble to handle emergency and complex situations and issuesProven tracking record of Service and Delivery Management of mid+ size projectsExpert in business continuity assuranceSDL advanced experienceExperience Designing and Implementing Support and Development ServicesHighly accountable in complex escalation situationsExpert in Customer Management and Service Quality AssuranceExpert in Service Metrics and ReportingExperience in implementing and managing projects / programs under Agile principlesExperience in Account Management (Project / Service Financial Management)Fluent in English (C1 according to the CEFR)NICE TO HAVEPublic Cloud CertificationPMP CertificationWE OFFERCareer plan and real growth opportunitiesUnlimited access to LinkedIn learning solutionsInternational Mobility Plan within 25 countriesConstant training, mentoring, online corporate courses, eLearning and moreEnglish classes with a certified teacherSupport 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 codeCollaborate in a multicultural environment and share best practices from around the globeHired directly by EPAM & 100% under payrollLaw 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 limitGrocery coupons30 days December bonusEmployee Stock Purchase Plan12 vacations days plus 3 floating daysOfficial 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 moreMonthly non-taxable amount for the electricity and internet billsCONDITIONS #J-18808-Ljbffr