Director of Service Delivery Management

Remote in Mexico

Service Delivery Management

Location-specific conditions & benefits*

Mexico

We are looking for a Director of Service Delivery Management to guide our remote team operations. This senior leadership position involves responsibility for all aspects of service delivery in an IT environment and seeks a highly experienced professional with a strong background in service delivery, as well as project and program management. The candidate should be a strategic thinker and visionary leader who can oversee delivery initiatives from development to successful execution, ensuring they align with company objectives.

Responsibilities

Drive the management of programs, projects, and organizational units with over 100 FTEs
Ensure high standards of project governance and keep leadership informed of ongoing developments
Set an example for adopting and implementing best practices in service delivery
Provide insights and leadership in identifying future trends in the industry
Build and maintain strong relationships with customers at a senior level
Design and adapt service delivery models to align with specific client needs
Allocate resources to support the structuring and monitoring of service delivery frameworks
Facilitate collaboration and manage relationships with key stakeholders
Foster a mindset of continuous improvement in service delivery processes
Apply risk management approaches to reduce or prevent service delivery challenges
Develop and implement training programs to elevate team performance
Ensure adherence to industry standards and regulatory requirements
Promote the integration of cutting-edge technologies to improve service delivery outcomes
Maintain open, transparent communication across all levels within the organization
Monitor and adjust performance metrics to align with evolving business objectives

Requirements

Bachelor’s or Master’s degree in Computer Science, Engineering, or a related discipline
A minimum of 12 years’ experience in IT with at least 8 years in leadership roles focusing on service delivery or project/program management
Strong background in managing large teams or engagements featuring over 100 FTEs
A history of remaining calm and effective in emergency or complex situations
Proven track record of crafting visionary strategies and delivery approaches
Extensive showcase of presenting and implementing advanced delivery concepts
Proficiency in managing service delivery under outcome-based frameworks
Deep knowledge of service delivery methodologies, practices, and techniques
Expertise in building and deploying complex service delivery frameworks from the ground up
Capability to mentor team members and influence outcomes constructively
Competency in managing all facets of a delivery organization, from new acquisitions to continuous quality improvement
Proven ability to address service lifecycle challenges, resolve conflicts, and manage competing priorities
Trusted by executives to oversee client relationships while ensuring strong collaboration frameworks
English fluency at a C1 level or better

Nice to have

Qualifications in relevant professional certifications
Background in international service delivery operations
Familiarity with current 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