Director of Service Delivery Management

Remote in Mexico

Service Delivery Management

Location-specific conditions & benefits*

Mexico

We are on the lookout for a Director of Service Delivery Management to guide our remote team operations. This senior role requires oversight of all service delivery functions within an IT environment, demanding a seasoned professional with a robust track record in service delivery, project, and program management. The ideal candidate will be a strategic and forward-thinking leader, skilled at delivering initiatives from concept to efficient execution while ensuring alignment with organizational aims.

Responsibilities

Lead the management of programs, projects, and organizational units involving over 100 FTEs
Drive top-tier project governance and maintain visibility at the highest management level
Champion the implementation of best practices in service delivery
Provide leadership in identifying and interpreting future industry trends
Build and sustain high-level relationships with customers
Align strategic service delivery models with individual client needs
Allocate resources necessary to support service delivery frameworks
Facilitate end-to-end collaboration and interaction with stakeholders
Promote a continuous improvement culture in service delivery processes
Execute risk management strategies to address potential disruptions
Create training initiatives that develop team expertise
Ensure alignment with industry standards and compliance regulations
Implement innovative technologies to optimize service delivery operations
Develop transparent communication protocols across the organization
Adjust service delivery metrics and performance indicators to achieve business objectives

Requirements

Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field
Minimum of 12 years in IT with at least 8 years in service delivery or project/program management roles
Background in managing large teams or high-impact engagements with 100+ FTEs
Skills in handling emergency and complex situations effectively
Expertise in developing visionary strategies and structured delivery approaches
Proficiency in formulating, presenting, and deploying premium delivery concepts
Competency in outcome-based service delivery setups
Knowledge of service delivery processes, practices, and methodologies
Showcase of capabilities in designing and implementing intricate service delivery frameworks
Qualifications in mentoring teams and influencing performance outcomes positively
Skills in overseeing all phases of delivery organizations, including new business acquisition, ongoing development, and quality improvements
Understanding of service lifecycle challenges, conflicts, and priority management
Trusted by executive leadership to manage client relationships and foster collaborative frameworks
Proficiency in English at C1 level or higher

Nice to have

Showcase of relevant professional certifications
Background in international service delivery operations
Familiarity with modern 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