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 risksWE 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 billsCONDITIONS