Director of Service Delivery Management

Remote in Mexico

Service Delivery Management

Location-specific conditions & benefits*

Mexico

We are searching for a Director of Service Delivery Management to guide operations for our remote team. This senior position involves overseeing all aspects of service delivery within an IT environment, requiring a seasoned expert with a proven track record in service delivery, project, and program management. The right candidate will be a strategic leader, proficient in driving initiatives from concept to execution while ensuring alignment with organizational goals.

Responsibilities

Lead programs, projects, and organizational units involving over 100 FTEs
Ensure high-level project governance and maintain visibility at the executive level
Champion best practices within service delivery processes
Provide visionary leadership for anticipating future industry trends
Foster and sustain high-level relationships with key customers
Align strategic service delivery models with specific client requirements
Allocate resources to monitor and enhance service delivery frameworks
Oversee collaboration efforts and cultivate stakeholder relationships
Promote continuous improvement in service delivery operations
Apply risk management strategies to address potential challenges
Design training programs to strengthen team expertise
Adhere to industry standards and regulations for service delivery compliance
Integrate innovative technologies to advance service delivery outcomes
Ensure transparent communication across all organizational levels
Assess and adapt service delivery metrics and performance indicators to align with business goals

Requirements

Bachelor’s or Master’s degree in Computer Science, Engineering, or a related area
At least 12 years of IT experience, including 8+ years in service delivery or project/program management
Background in handling large teams or impactful engagements with 100+ FTEs
Competency in navigating emergencies and resolving complex challenges
Showcase of the ability to develop visionary strategies and structured approaches to delivery
Extensive qualifications in crafting, presenting, and implementing advanced delivery concepts
Proficiency in managing outcome-based service delivery setups
Knowledge of service delivery processes, practices, and methodologies
Expertise in designing and establishing complex service delivery frameworks from inception
Understanding of mentoring teams to achieve impactful results
Capability to oversee all aspects of a delivery organization, including business acquisition, growth, and quality enhancement
Skills in managing service lifecycle complexities, conflicts, and competing priorities
Trusted to maintain client relationships and establish collaborative organizational frameworks
English proficiency equivalent to C1 level or higher

Nice to have

Showcase of relevant professional certifications
Background in handling international service delivery operations
Familiarity with cutting-edge 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