Director of Service Delivery Management

Remote in Mexico

Service Delivery Management

Location-specific conditions & benefits*

Mexico

We are seeking to recruit a Director of Service Delivery Management to lead our remote team operations. This senior role focuses on overseeing all service delivery aspects within an IT environment, requiring a seasoned professional with a proven background in service delivery, project, and program management. The ideal candidate will be a strategic and visionary leader, capable of driving delivery initiatives from concept to execution, ensuring alignment with organizational objectives.

Responsibilities

Lead the management of programs, projects, and organizational units involving over 100 FTEs
Ensure high-quality project governance and maintain top-level executive awareness
Champion best practices in service delivery management
Provide leadership in identifying and adapting to evolving industry trends
Build and maintain strong customer relationships across executive levels
Customize strategic service delivery models to meet client needs
Oversee resource allocation for monitoring service delivery frameworks
Handle all collaboration efforts and manage stakeholder relationships
Foster a culture focused on continuous improvement in service delivery processes
Implement strategies for mitigating risks and minimizing disruptions
Develop training initiatives designed to enhance team expertise
Ensure alignment with industry standards and regulatory compliance
Drive the adoption and integration of cutting-edge technologies
Maintain open and transparent communication across organizational levels
Review and refine service delivery metrics to meet evolving business goals

Requirements

Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field
At least 12 years of IT experience with 8+ years in service delivery or project/program management
A solid background in managing large teams or high-profile engagements with 100+ FTEs
Strong ability to address emergency and complex scenarios effectively
Demonstrated strength in crafting visionary strategies and consistent delivery approaches
Showcase of formulating, presenting, and applying advanced delivery concepts
Proficiency in outcome-based service delivery management
Comprehensive knowledge of service delivery processes and methodologies
Expertise in building and executing complex delivery frameworks from the ground up
Capability to mentor teams and drive positive results
Competency in overseeing all operational phases of a delivery organization, including new deals, long-term development, and quality improvement
Strong ability to navigate service lifecycle complexities, conflicts, and competing priorities
Strong qualifications in managing executive-level client relationships and creating collaborative structures
English language competency at C1 level or above

Nice to have

Qualifications in 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