Senior Service Delivery Manager

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 strategic, resilient, engaging with people and a natural self-starter. You have a passion for solving complex problems. If this sounds like you, this could be the perfect opportunity to join EPAM as a
**Senior Service Delivery Manager**. Scroll down to learn more about the position’s responsibilities and requirements.

RESPONSIBILITIES
- 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
- Request-driven work that requires constant prioritization and supervision
- Quality is controlled via SLAs, misses SLAs may lead to penalties
- ITIL, often in combination with Agile
- Good knowledge of IT Service Management principles and best practices. Able to transition the service, setup KPIs and SLAs
- Understand how to build and run 24x7 setups,including related legislation
- Critical to have strong negotiation and change management skills to communicate cost changes due to constant demand fluctuations

**REQUIREMENTS**:

- 12+ years of experience as an IT Manager
- Cloud experience (AWS, AZURE, or GCP)
- Experienced Resource Manager of direct 200+ 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 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