Director, Service Delivery Management

hace 2 semanas


Guadalajara, México EPAM Systems A tiempo completo

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 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

NICE TO HAVE
- 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

MUST HAVE EXPERIENCE
- 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)



  • Guadalajara, México Hewlett Packard Enterprise A tiempo completo

    Account Delivery Management Account Delivery Management is a remote client contact position responsible for leading the delivery of in-scope contracted services across all service delivery towers ensuring that performance goals (SLAs) and delivery cost commitments are met. You will work with business partners to enable of a customer centric Account Service...


  • Guadalajara, México Hewlett Packard Enterprise A tiempo completo

    Account Delivery Management This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office.Account Delivery Management is a remote client contact position responsible for leading the delivery of in-scope contracted services across all service delivery towers ensuring that performance goals (SLAs) and delivery cost...


  • Guadalajara, México EPAM Systems A tiempo completo

    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...


  • Guadalajara, México EPAM Systems A tiempo completo

    **DESCRIPTION**: As a Striving for excellence is in our DNA Since 1993, we have been helping the world's leading companies imagine, design, engineer, and deliver software and digital experiences that change the world We are more than just specialists: we are experts. EPAM is committed to providing our global team of 60,150+ EPAMers with inspiring careers...

  • Itil Specialist

    hace 1 mes


    Guadalajara, México NTT DATA Services A tiempo completo

    We are currently seeking a Account Service Specialist to join our team in Guadalajara The IT Service Manager will need to provide the leadership of the ITIL Service Management capability for Service Design, Introduction and Transition. Champion the ITIL control processes for Problem, Change, Release, Configuration Management, delivering successful outcomes...

  • Service Delivery Manager

    hace 4 semanas


    Guadalajara, México Hewlett Packard Enterprise A tiempo completo

    Service Delivery ManagerThe Service Delivery Manager is a remote position responsible for the overall management of the business enabling a customer centric team in alignment with the organizational strategy, culture, and values. You will lead, coach and mentor a team of individual contributors responsible for delivering in-scope contracted services. As the...


  • Guadalajara, México Flex A tiempo completo

    At Flex, we welcome people of all backgrounds. Our employees thrive here by living our values: we support each other as we strive to find a better way, we move fast with discipline and purpose, and we do the right thing always. Through a respectful, inclusive and collaborative culture, a career at Flex offers the opportunity to make a difference, invest in...


  • Guadalajara, México AstraZeneca A tiempo completo

    The Service Transition Specialist will perform acceptance into services and transition activities to ensure that services are delivered in accordance with Service Level Agreements and business requirements and ensuring ultimately the delivery of IT Services to AZ customers. They will help to ensure efficient, effective and thorough management of service...

  • Service Delivery Manager

    hace 4 semanas


    Guadalajara, México EPAM Systems A tiempo completo

    Service: - Have a clear and deep understanding of the concept of Service and specific types of Services (Managed Service, Shared Service, and etc.); - Manage KPIs' and SLAs' driven type of engagement; - Lead development processes in conformity with EngX, steer architecture and technology solutions; Business: - Focus on various business needs, and what...


  • Guadalajara, México Cognizant Technology Solutions A tiempo completo

    **Portfolio Delivery Lead (PDL)** **Qualification**: Not Applicable ** Responsibility**: Brings Client context from close delivery experience, Lead delivery set-up governance & Works closely with EDP and service line delivery team/nOwns delivery management and delivery excellence by leading the design and customer requirements gathering, validation and...


  • Guadalajara, México Flex A tiempo completo

    At Flex, we welcome people of all backgrounds. Our employees thrive here by living our values: we support each other as we strive to find a better way, we move fast with discipline and purpose, and we do the right thing always. Through a respectful, inclusive and collaborative culture, a career at Flex offers the opportunity to make a difference, invest in...


  • Guadalajara, México Hand Cloud S.A. de C.V. A tiempo completo

    **Somos un grupo consultor con más de 8 años de experiência, siempre respaldados por un equipo capacitado y comprometido en brindar servicios de calidad excepcional, asegurando así la confiabilidad de nuestros clientes.** **¡Estamos en búsqueda de tu talento!** **Responsabilidades** Asumir el liderazgo en la prestación de servicios para la Unidad...


  • Guadalajara, México Luxoft A tiempo completo

    **Project** Description**: Automotive Project domain lays in the area of Advanced Driver Assist Systems which is a step towards an Autonomous Drive future. Our product represents a Fusion System which collects data from multiple sources such as Ultrasonic Sensors, Analogue and Digital Cameras and executes a complex math logic, as known as Computer Vision...

  • Facilities and She Lead

    hace 4 semanas


    Guadalajara, México AstraZeneca A tiempo completo

    Leads essential eFacilities Management (eFM) for the Site with overall accountability for the delivery of the diverse range of Essential Facilities Management services, both in house and outsourced, required to operate the Site - Proactively leads and monitors performance of all the diverse services delivered by eFacilities Management on their Site and...


  • Guadalajara, México Prometeo Talent A tiempo completo

    At **Prometeo Talent**, we help Startups and Hi-tech companies to build **strong and trustful teams**. We are an HR Consultancy Company and we believe in a recruitment process based on a **human approach**, an essential quality in order to achieve goals. We are recruitment specialists offering agile Human Resources solutions designed for the IT industry. At...

  • Delivery Manager

    hace 6 días


    Guadalajara, México Grid Dynamics A tiempo completo

    Grid Dynamics is looking for a Delivery Manager that will be responsible for managing multiple globally distributed teams and working for one or several clients. If you have passion for making software development teams effective and have an excellent technical background, deep understanding of development processes, hands-on experience with delivering...


  • Guadalajara, México AstraZeneca A tiempo completo

    **Service Expansion Manager*** **Location: Guadalajara or Warsaw** **Hybrid Work** At AstraZeneca we turn ideas into life changing medicines. Working here means being entrepreneurial, thinking big and working together to make the impossible a reality. We’re inspired by the things that seem impossible. Here, we see the impact of our collective ideas and...


  • Guadalajara, México AstraZeneca A tiempo completo

    **JOB TITLE: DIRECTOR**: **CAREER LEVEL: G**: **About Astrazeneca**: AstraZeneca is a global, innovation-driven biopharmaceutical business that focuses on the discovery, development and commercialization of prescription medicines for some of the world's most serious diseases. But we're more than one of the world's leading pharmaceutical companies. At...


  • Guadalajara, México Flex A tiempo completo

    Flex is the diversified manufacturing partner of choice that helps market-leading brands design, build and deliver innovative products that improve the world. We believe in the power of diversity and inclusion and cultivate a workplace culture of belonging that views uniqueness as a competitive edge and builds a community that enables our people to push the...


  • Guadalajara, México AstraZeneca A tiempo completo

    Play a role in powering AstraZeneca and helping all of us to fulfill our ambitions. As valued partners across the enterprise, we provide the platform for excellence and performance to happen. We draw on our network of diverse minds, harnessing our unique views and ideas to improve how we run. It means every day we power ourselves and others to focus on...