Director of Service Delivery Management

Remote in Mexico

Service Delivery Management

Location-specific conditions & benefits*

Mexico

We are seeking a Director of Service Delivery Management to guide our remote team operations. This senior role entails managing all aspects of service delivery within an IT environment, requiring a seasoned professional with a proven track record in service delivery, project, and program management. The ideal candidate will be a strategic leader with the ability to drive delivery initiatives from concept to implementation, ensuring alignment with organizational objectives.

Responsibilities

Lead the management of programs, projects, and organizational units exceeding 100 FTEs
Ensure effective project governance and maintain visibility at the senior management level
Adopt best practices to optimize service delivery processes
Provide oversight and identify emerging trends within the industry
Sustain and strengthen high-level client relationships
Develop service delivery models tailored to client needs
Oversee resource allocation to support service delivery frameworks
Collaborate efficiently and manage stakeholder relationships throughout
Cultivate a culture focused on continuous improvement in service delivery
Deploy risk management strategies to minimize potential disruptions
Create and implement training programs to bolster team expertise
Achieve compliance with industry regulations and standards
Integrate innovative technologies to elevate service delivery outcomes
Ensure transparent communication across organizational hierarchies
Assess and refine service delivery metrics to align with business goals

Requirements

Bachelor’s or Master’s degree in Computer Science, Engineering, or a relevant discipline
A minimum of 12 years' experience in IT, including 8+ years in service delivery or project/program management roles
Consistent track record managing large teams or high-impact engagements exceeding 100+ FTEs
Ability to navigate complex scenarios and respond to emergencies effectively
Background in developing strategies and cohesive delivery approaches
Showcase of creating, presenting, and executing top-tier delivery concepts
Competency in overseeing outcome-based service delivery structures
Expertise in service delivery processes, practices, and methodologies
Understanding of designing and executing complex service delivery frameworks from inception
Familiarity with mentoring teams and fostering positive outcomes
Proficiency in managing all stages of delivery operations, including new business acquisition, ongoing development, and quality improvement
Capability to address service lifecycle challenges, resolve conflicts, and prioritize competing demands
Trusted by senior leadership to cultivate client relationships and establish productive frameworks
English capabilities at C1 level or higher

Nice to have

Background in obtaining industry-specific professional certifications
Understanding of global service delivery environments
Familiarity with cutting-edge 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