Director of Service Delivery Management

Remote in Mexico

Service Delivery Management

Location-specific conditions & benefits*

Mexico

We are thrilled to invite a Director of Service Delivery Management to guide our remote team operations. This senior-level position involves overseeing all aspects of service delivery within an IT environment, requiring an experienced professional with a proven background in service delivery, project, and program management. The successful candidate will be a strategic thinker and visionary leader, skilled at advancing delivery initiatives from planning to full execution while ensuring alignment with organizational priorities.

Responsibilities

Lead the management of programs, projects, and organizational units involving over 100 FTEs
Drive top-tier project governance and maintain visibility at the top management level
Champion best practices in service delivery
Provide leadership in identifying and addressing emerging industry trends
Cultivate and maintain high-level customer relationships
Align strategic service delivery models with client-specific requirements
Oversee the allocation of resources essential for monitoring service delivery frameworks
Manage end-to-end collaboration and maintain strong stakeholder relationships
Foster a culture of continuous improvement across service delivery processes
Implement risk management strategies to prevent potential disruptions
Develop training initiatives to strengthen team expertise
Ensure adherence to industry standards and regulations
Drive the adoption of innovative technologies to improve service delivery
Maintain clear and transparent communication across all organizational levels
Evaluate and refine 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
Minimum of 12 years in IT with at least 8 years in service delivery or project/program management roles
Background in managing large teams or high-value engagements with 100+ FTEs
Capability to navigate emergency and complex situations effectively
Showcase of visionary strategies and coherent delivery approaches
Experience in formulating, presenting, and executing high-level delivery concepts
Proficiency in managing outcome-based service delivery models
Knowledge of service delivery frameworks, methodologies, and practices
Expertise in building and implementing service delivery frameworks from the ground up
Skills in mentoring teams and influencing successful outcomes
Competency in managing all aspects of a delivery organization, from acquiring new business to enhancing quality
Understanding of challenges in service lifecycles, including conflicts and competing priorities
Recognition as a trusted partner by executive management for client relationships and collaborative frameworks
Qualifications in English language proficiency at C1 level or higher

Nice to have

Showcase of relevant professional certifications
Background in managing global or 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