Service Delivery Manager

Are you a dynamic and experienced leader with a passion for delivering exceptional service in the realm of Information Technology? If so, we have an exciting opportunity for you as a Service Delivery Manager at EPAM.

We are at the forefront of technological innovation, providing cutting-edge IT solutions to a diverse range of clients. As a Service Delivery Manager, you will play a pivotal role in ensuring the seamless delivery of our services, fostering strong relationships with clients, and spearheading the continuous improvement of our service delivery processes.

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.

RESPONSIBILITIES
- Have a clear and deep understanding of the concept of Service and specific types of Services (Managed Service, Shared Service, etc.)
- Manage KPIs and SLAs-driven types of engagements
- Lead development processes in conformity with EngX, steer architecture and technology solutions
- Handle request-driven work that requires constant prioritization and supervision
- Ensure quality control through SLAs; failure to meet SLAs may lead to penalties
- Utilize ITIL, often in combination with Agile
- Possess good knowledge of IT Service Management principles and best practices. Able to transition the service, set up KPIs and SLAs
- Understand how to build and run 24x7 setups, including related legislation
- Strong negotiation and change management skills are critical to effectively communicate cost changes due to constant demand fluctuations

**REQUIREMENTS**:

- Service
- Possess a clear and deep understanding of the concept of Service and specific types of Services (Managed Service, Shared Service, etc.)
- Manage engagements driven by KPIs and SLAs
- Lead development processes in alignment with EngX, steering architecture, and technology solutions
- Business
- Focus on various business needs and understand the business value the Service provides to clients or consumers
- Vision
- People and Leadership
- Inspire and lead teams to deliver the best Services and enhance the company's image of excellence among clients
- Remember, a Service is a means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs and risks

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

CONDITIONS