Service Delivery Expert

hace 24 horas


Guadalajara, Jalisco, México Epam Systems A tiempo completo

We are seeking a seasoned professional to lead our team of support engineers and help desk personnel effectively and efficiently. As a Service Delivery Expert, you will focus on delivering high-quality support services to our clients while guiding your team members' performance and professional growth.

In this capacity, you will oversee the operations of a business unit and make autonomous decisions on team management and daily functions. You will be responsible for directing help desk technicians in responding promptly to inbound calls and tickets, as well as analyzing support trends and modifying processes to synchronize with business needs.

**Key Responsibilities:**

  • Oversee and guide help desk technicians in responding promptly to inbound calls and tickets
  • Direct the operations of a business unit and autonomously make decisions on team management and daily functions
  • Analyze support trends and modify processes to synchronize with business needs
  • Review ticket responses for quality control and adherence to promised service levels
  • Foster career growth and strategic performance planning within the team

**Requirements:**

  • 10+ years of experience in a Developer, SysAdmin, or DevOps role within complex environments
  • Proficiency in managing multiple IT service clients
  • Background in managing teams of 20+ members
  • Self-driven, proactive nature, with a keen ability to discern customer needs and address resource issues

**Benefits:**

  • 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

**About Epam Systems:**

We offer a dynamic work environment with opportunities for growth and development. Our company culture values innovation, teamwork, and customer satisfaction. We are committed to providing exceptional support services to our clients and strive to create a positive impact in the industry.



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