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Delivery Manager

Mexico
Application Support, IT Service Management (ITSM), Service Discovery, Communication

We are seeking a driven and seasoned Delivery Manager to lead our team of support engineers and help desk personnel effectively and efficiently.

In this capacity, you will focus on delivering high-quality support services to our clients while guiding your team members' performance and professional growth.

Responsibilities
  • Oversee and guide help desk technicians in responding promptly to inbound calls and tickets
  • Direct the operations of a business unit and autonomously make decisions on team management and daily functions
  • Demonstrated success in management across projects, programs, and organizational units
  • Take responsibility for support challenges, involving additional experts when necessary
  • Handle critical issues, ensuring clear communication with customers
  • Analyze support trends, modify processes, and synchronize with business needs for ongoing refinement
  • Review ticket responses for quality control and adherence to promised service levels
  • Foster career growth and strategic performance planning within the team
  • Cultivate leadership skills within the team
  • Evaluate and manage team member performance
  • Organize team schedules, lead staff meetings, and oversee team process documentation
  • Confirm team compliance with policies, procedures, and organizational standards
  • Define and shape operational policies
Requirements
  • 10+ years of experience in a Developer, SysAdmin, or DevOps role within complex environments
  • Proficiency in managing multiple IT service clients
  • Background in managing teams of 20+ members
  • Self-driven, proactive nature, with a keen ability to discern customer needs and address resource issues
  • Strong track record in handling customer escalations, contracts, and rotations
  • Excellent skills in team development and coaching
  • ITIL Foundation certification (v3 or higher)
  • Creativity and a mature, proactive approach
  • Detail-oriented with abilities to resolve escalated incidents and communicate professionally
  • Flexibility to adapt and learn new skills swiftly
  • Experience in managing human elements and delivery challenges without impact
  • Capability to envision realistic roles for the mid and long-term
  • Fluent English communication skills at a C1 level
Nice to have
  • Exposure to Cloud Providers such as AWS, Google, and Azure
  • Expertise in mentoring and team development
  • Familiarity with Service Desk documentation design standards
  • Understanding of core Scrum concepts and methodologies
  • Advanced ITIL certifications (Service Operations, Service Transition, Service Operations)
Benefits
  • International projects with top brands
  • Work with global teams of highly skilled, diverse peers
  • Healthcare benefits
  • Employee financial programs
  • Paid time off and sick leave
  • Upskilling, reskilling and certification courses
  • Unlimited access to the LinkedIn Learning library and 22,000+ courses
  • Global career opportunities
  • Volunteer and community involvement opportunities
  • EPAM Employee Groups
  • Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn