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Delivery Manager

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

We are looking for a motivated and experienced Delivery Manager to oversee our team of support engineers and help desk technicians.

In this role, you will be responsible for ensuring the quality and efficiency of support provided to our clients, while managing the performance and development of your team.

Responsibilities
  • Supervise and assist help desk technicians with efficient response to inbound calls and tickets
  • Run a business organization and independently determine approach to managing teams and daily operations
  • Proven track record of project, program, and organization unit management
  • Take ownership of support issues and engage other expertise as required
  • Resolve escalations, ensure effective customer communication
  • Monitor support trends, adjust processes, and align with the business for continuous improvement
  • Monitor tickets for quality management and adherence to service level agreements
  • Conduct career development and performance planning for the team
  • Develop the team’s leadership capabilities
  • Manage and review performance of personnel
  • Manage team work schedules, conduct staff meetings, and maintain team process documentation
  • Ensure team compliance with all policies, procedures and company regulations
  • Establish and influence operating policies
Requirements
  • 7+ years' experience in Developer, SysAdmin, or DevOps role managing complex environments
  • Experience managing multiple clients in IT services area
  • Manage teams of 20+ resources
  • Self-motivated, proactive, with excellent ability to identify specific customer needs and manage resources issues
  • Proven experience managing customer escalations, contracts, rotation
  • Excellent team building and coaching skills
  • ITIL Foundation certification (v3 or higher)
  • Creative and mature with proactive attitude
  • Detailed oriented, capable of investigating escalated incidents and communicating professionally
  • Ability to adapt and learn new skills quickly
  • Experience managing human factor and delivery complexity without impacts
  • Generate realistic mid and long-term roles
  • Fluent English communication skills at a C1 level
Nice to have
  • Experience working with Cloud Providers (AWS, Google, Azure)
  • Mentoring and team building expertise
  • Deep understanding of Service Desk documentation design standards
  • Understanding of Scrum main terms and principles
  • 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