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 steer our remote team operations. This senior role encompasses the oversight of all service delivery aspects within an IT environment, requiring a seasoned professional with a solid history in service delivery, project, and program management. The ideal candidate will be a strategic and visionary leader, adept at driving delivery initiatives from conceptualization to effective implementation, ensuring alignment with organizational goals.

Responsibilities

Lead the management of programs, projects, and organizational units involving over 100 FTEs
Ensure top-tier project governance and maintain awareness at the top management level
Champion the adoption of best practices in service delivery
Provide foresight and leadership in recognizing future industry trends
Cultivate and sustain high-level customer relationships
Tailor strategic service delivery models to align with client requirements
Oversee the allocation of resources necessary for monitoring service delivery frameworks
Handle end-to-end collaboration and manage stakeholder relationships
Foster a culture of continuous improvement within service delivery processes
Implement risk management strategies to mitigate potential disruptions
Develop training programs to enhance team capabilities
Ensure compliance with industry standards and regulations
Drive the integration of innovative technologies to enhance service delivery
Maintain a transparent communication channel across all levels of the organization
Evaluate and adjust service delivery metrics and performance indicators to meet business objectives

Requirements

Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field
A minimum of 12 years in IT with at least 8 years in service delivery or project/program management roles
Proven experience managing large teams or high-impact engagements with 100+ FTEs
Skilled in navigating emergency and complex situations effectively
Demonstrated ability to develop visionary strategies and coherent approaches to delivery
Extensive experience in formulating, presenting, and implementing top-tier delivery concepts
Proficiency in managing outcome-based service delivery setups
In-depth knowledge of service delivery processes, practices, and methodologies
Expertise in designing and implementing complex service delivery frameworks from scratch
Capable of mentoring teams and influencing outcomes positively
Competent in managing all phases of a delivery organization including new business acquisition, ongoing development, and quality enhancement
Effective in managing service lifecycle challenges, conflicts, and competing priorities
Trusted by executive management to oversee client relationships and establish collaborative frameworks
English proficiency at C1 level or higher

Nice to have

Possession of relevant professional certifications
Experience with international service delivery operations
Familiarity with latest 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