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Director of Service Delivery Management

Mexico
Service Delivery Management, Project Management, Service Delivery, Stakeholder Relationships, Strategic Planning, Strategic Management, Relationship Management, Risk Management

We are seeking a Director of Service Delivery Management to steer our remote team operations. This senior role encompasses the oversight of all service delivery aspects within an IT environment, requiring a seasoned professional with a solid history in service delivery, project, and program management. The ideal candidate will be a strategic and visionary leader, adept at driving delivery initiatives from conceptualization to effective implementation, ensuring alignment with organizational goals.

Responsibilities
  • Lead the management of programs, projects, and organizational units involving over 100 FTEs
  • Ensure top-tier project governance and maintain awareness at the top management level
  • Champion the adoption of best practices in service delivery
  • Provide foresight and leadership in recognizing future industry trends
  • Cultivate and sustain high-level customer relationships
  • Tailor strategic service delivery models to align with client requirements
  • Oversee the allocation of resources necessary for monitoring service delivery frameworks
  • Handle end-to-end collaboration and manage stakeholder relationships
  • Foster a culture of continuous improvement within service delivery processes
  • Implement risk management strategies to mitigate potential disruptions
  • Develop training programs to enhance team capabilities
  • Ensure compliance with industry standards and regulations
  • Drive the integration of innovative technologies to enhance service delivery
  • Maintain a transparent communication channel across all levels of the organization
  • Evaluate and adjust service delivery metrics and performance indicators to meet business objectives
Requirements
  • Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field
  • A minimum of 12 years in IT with at least 8 years in service delivery or project/program management roles
  • Proven experience managing large teams or high-impact engagements with 100+ FTEs
  • Skilled in navigating emergency and complex situations effectively
  • Demonstrated ability to develop visionary strategies and coherent approaches to delivery
  • Extensive experience in formulating, presenting, and implementing top-tier delivery concepts
  • Proficiency in managing outcome-based service delivery setups
  • In-depth knowledge of service delivery processes, practices, and methodologies
  • Expertise in designing and implementing complex service delivery frameworks from scratch
  • Capable of mentoring teams and influencing outcomes positively
  • Competent in managing all phases of a delivery organization including new business acquisition, ongoing development, and quality enhancement
  • Effective in managing service lifecycle challenges, conflicts, and competing priorities
  • Trusted by executive management to oversee client relationships and establish collaborative frameworks
  • English proficiency at C1 level or higher
Nice to have
  • Possession of relevant professional certifications
  • Experience with international service delivery operations
  • Familiarity with latest IT service management tools and platforms
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