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We are looking for an **Associate Delivery Manager** to join our dynamic team.RESPONSIBILITIES- Supervise and enable help desk technicians to respond efficiently to inbound calls and tickets- Lead a business organization efficiently- Own support issues and engage necessary expertise- Resolve escalations adeptly and excel in customer communication- Monitor support trends and optimize processes continuously- Ensure top-notch quality management and adherence to service level agreements- Spearhead career development and performance evaluations for the team- Cultivate leadership capabilities within the team- Organize team work schedules and maintain process documentation- Uphold policy and procedure compliance within the team- Formulate influential operating policies- Establish operational standards for the team- Independently manage teams and daily operations confidently- Fulfill the role of a senior service desk manager**REQUIREMENTS**:- Minimum 7 years’ experience in roles such as Developer, SysAdmin, or DevOps managing complex environments- Background in managing multiple IT service clients and large teams (20+ resources)- Proven track record in managing customer escalations, contracts, and team rotations- Strong capability to identify and address customer-specific needs- Demonstrated ability to foster a strong team environment- Expertise in coaching and mentoring team members- ITIL Foundation certification (v3 or higher)- Demonstrated creativity, maturity, and proactive problem-solving attitude- Detail-oriented with ability to manage escalated incidents and adapt quickly- Proficiency in creating clear, high-quality deliverables- Experience handling human factors and delivery complexities effectively- Capability to define realistic mid and long-term roles for the team, manage constant changes, and deploy new services efficientlyWE 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
