Director of Service Delivery Management

Remote in Mexico

Service Delivery Management

Location-specific conditions & benefits*

Mexico

We are excited to announce an opportunity for a Director of Service Delivery Management to guide our remote team operations. This senior position involves overseeing all aspects of service delivery within an IT environment and requires a seasoned professional with proven expertise in service delivery, project, and program management. The ideal candidate will be a strategic leader capable of driving delivery initiatives from concept to implementation while ensuring alignment with organizational objectives.

Responsibilities

Guide the management of programs, projects, and organizational units involving more than 100 FTEs
Promote effective project governance and maintain awareness among top-level management
Encourage the implementation of best practices in service delivery
Provide strategic insights and leadership by anticipating future industry developments
Build and maintain top-tier relationships with customers
Develop and customize service delivery models based on client needs
Supervise resource allocation to monitor service delivery frameworks
Facilitate collaboration and manage stakeholder relationships effectively
Foster continuous improvement within service delivery processes
Introduce risk mitigation strategies to address potential disruptions
Create training plans to enhance the skills of team members
Ensure adherence to industry standards and regulatory requirements
Incorporate innovative technologies to strengthen service delivery outcomes
Maintain clear communication across organizational levels
Assess and refine service delivery KPIs to align with business objectives

Requirements

Bachelor’s or Master’s degree in Computer Science, Engineering, or another relevant discipline
12+ years of experience in IT with at least 8 years in service delivery or project/program management roles
Background in managing large teams or high-stake engagements involving 100+ FTEs
Ability to handle emergency and complex situations with composure
Experience in crafting visionary strategies and cohesive delivery approaches
Expertise in designing and implementing high-level service delivery concepts
Proficiency in managing setups based on measurable outcomes
Knowledge of service delivery frameworks, methodologies, and practices
Competency in creating and operationalizing complex delivery frameworks
Flexibility to mentor teams and positively influence results
Capability to oversee all delivery phases, including business acquisition, development, and quality improvements
Understanding of service lifecycle challenges, conflicts, and competing priorities
Showcase of trusted leadership to manage client relationships and create collaborative environments
Qualifications in English at C1 level or above

Nice to have

Professional certifications showcasing knowledge in relevant fields
Background in managing international IT 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