Service Delivery Program Lead

We are seeking a visionary **Service Delivery Program Lead (Director)** to spearhead our organization's service delivery initiatives, ensuring stellar performance and client satisfaction.This strategic leadership role entails managing comprehensive service programs, designing innovative delivery frameworks, and fostering robust stakeholder relationships to enhance business growth and operational efficiency.RESPONSIBILITIES- Oversee the management of programs, projects, and organizational segments- Maintain project governance while engaging consistently with senior management- Regularly update stakeholders on project milestones and progress, ensuring alignment on key priorities- Advocate for and implement best practices in service delivery- Actively identify and lead the integration of industry trends- Develop and maintain strategic relationships with high-level customers- Design customized service delivery frameworks to meet client demands- Allocate resources to efficiently monitor and maintain service delivery systems- Lead collaboration and manage relationships with both global and local stakeholders- Promote a culture of continuous improvement within all operations- Create and enforce risk management strategies to reduce disruptions- Develop and roll out training programs to enhance team skills and knowledge- Ensure strict adherence to client’s standards and regulatory compliance- Champion the adoption of innovative technologies to enhance service delivery- Regularly review and refine service delivery metrics and performance indicators**REQUIREMENTS**:- Minimum of 10 years in IT with at least 7 years focused on service delivery or project/program management- Demonstrated ability to manage large teams or significant projects- 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- 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 higherWE 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 bills