Director of Service Delivery Management

Remote in Mexico

Service Delivery Management

Location-specific conditions & benefits*

Mexico

We are searching for a Director of Service Delivery Management to guide our remote team operations. This senior-level position includes overseeing all aspects of service delivery within an IT environment, requiring a seasoned leader with a robust track record in service delivery, project management, and program management. The chosen candidate will be a strategic and forward-thinking individual, skilled at turning delivery concepts into successful implementations while ensuring alignment with organizational objectives.

Responsibilities

Lead programs, projects, and organizational units involving over 100 FTEs
Ensure superior project governance and maintain executive-level visibility
Champion best practices in service delivery and implementation
Provide strategic leadership in identifying emerging industry trends
Build and maintain strong customer relationships at the executive level
Align strategic service delivery models with diverse client needs
Oversee resource allocation for monitoring service delivery structures
Manage stakeholder relationships and end-to-end collaboration
Foster an organizational culture focused on continuous service improvement
Develop and implement strategies to manage risks and minimize disruptions
Design and execute training programs to elevate team capabilities
Ensure adherence to industry compliance standards and best practices
Drive the adoption of innovative technologies to improve service delivery
Maintain clear and transparent communication across organizational layers
Assess and refine service delivery metrics and performance indicators in alignment with business goals

Requirements

Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field
12+ years in IT and a minimum of 8 years in service delivery or project/program management positions
A history of successfully managing large teams or engagements with over 100 FTEs
Background in handling emergency and complex scenarios effectively
Showcase of visionary strategies with proven delivery approaches
Experience presenting and implementing top-notch delivery concepts
Proficiency in outcome-based service delivery frameworks
In-depth knowledge of service delivery methodologies, practices, and processes
Capability to design and launch sophisticated service delivery frameworks
Competency in guiding teams and influencing results positively
Background in managing delivery organization phases, including business acquisition, development, and quality improvement
Familiarity with addressing lifecycle challenges, priority conflicts, and disputes
Trusted by executive teams for client relationship oversight and collaboration frameworks
Qualifications in English communication at C1 level or above

Nice to have

Qualifications in relevant professional certifications
Background in international service delivery operations
Familiarity with advanced IT service management platforms and tools

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