Director, Service Delivery Management

**Responsibilities**- Oversee the management of programs, projects, and organizational segments with over 100 FTEs- Maintain exemplary project governance and ensure consistent engagement with senior management- Advocate for and implement best practices in service delivery- Actively identify and lead the integration of upcoming industry trends- Develop and maintain strategic relationships with high-level customers- Design service delivery frameworks that are customized to meet client demands- Allocate necessary resources to monitor and maintain service delivery systems efficiently- Lead extensive collaboration and manage relationships with all stakeholders- Promote a culture of continuous improvement within all service delivery operations- Create and enforce risk management strategies to reduce potential disruptions- Develop and roll out training programs to enhance team skills and knowledge- Ensure strict adherence to industry standards and regulatory compliance- Champion the adoption of innovative technologies to enhance service delivery- Ensure clear and consistent communication across the organization- Regularly review and refine service delivery metrics and performance indicators to meet business goals**Requirements**:- Minimum of 12 years in IT with at least 8 years focused on service delivery or project/program management- Demonstrated ability to manage large teams or significant projects with more than 100 FTEs- Proficient in handling complex and urgent situations with efficiency- Strong track record of developing visionary strategies and cohesive delivery approaches- Comprehensive experience in creating, advocating, and implementing advanced delivery concepts- Skilled in managing result-oriented service delivery frameworks- Thorough knowledge of service delivery processes, practices, and strategies- Proven capability to conceptualize and implement robust service delivery frameworks from scratch- Effective in mentoring teams and leading them to achieve positive results- Experienced in managing the complete spectrum of a delivery organization, including business acquisition, ongoing development, and quality improvement- Skilled at handling service lifecycle issues, conflicts, and competing demands- Trusted by top management to handle client relationships and develop collaborative partnerships- Fluent in English with a C1 level proficiency or higher**Nice to have**- Relevant professional certifications- Experience managing service delivery on a global scale- Knowledge of the latest IT service management tools and innovations**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)- Monthly non-taxable amount for the electricity and internet billsEPAM 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.