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 oversee the operations of our remote team. This leadership role involves managing all aspects of service delivery within an IT environment and calls for a skilled professional with a strong track record in service delivery, project, and program management. The ideal candidate will be an innovative and strategic leader capable of guiding delivery initiatives from planning to execution while ensuring alignment with organizational objectives.

Responsibilities

Lead programs, projects, and organizational units involving over 100 FTEs
Ensure high standards in project governance and maintain management-level oversight
Promote best practices in service delivery
Provide strategic insight into future industry trends
Build and nurture strong customer relationships
Align service delivery models with specific client needs
Supervise resource allocation for monitoring service delivery frameworks
Manage collaboration processes and stakeholder relationships
Encourage continuous improvement within service delivery operations
Address risks through effective risk management strategies
Enhance team capabilities using tailored training programs
Ensure adherence to industry standards and regulations
Introduce innovative technologies to strengthen service delivery effectiveness
Facilitate open and transparent communication across all organizational levels
Assess and refine service delivery metrics and performance benchmarks to meet goals

Requirements

Bachelor’s or Master’s degree in Computer Science, Engineering, or a related discipline
Background in IT with at least 12 years of experience, including 8+ years in service delivery or project/program management
Knowledge of managing large teams or engagements involving 100+ FTEs
Background in resolving emergency and complex scenarios effectively
Showcase of visionary strategies and coherent approaches to delivery challenges
Expertise in conceptualizing, presenting, and implementing best-in-class delivery frameworks
Proficiency in handling outcome-based service delivery models
Understanding of service delivery processes, practices, and methodologies
Capability to design and implement comprehensive service delivery structures from the ground up
Background in mentoring teams and driving positive results
Competency in overseeing various phases of the delivery lifecycle including business growth, development, and quality improvements
Skills in addressing service lifecycle complexities, conflicts, and competing priorities
Qualifications in building trust with executive management and establishing frameworks for client collaboration
English competency at C1 level or above

Nice to have

Showcase of relevant professional certifications
Background in managing international service delivery operations
Familiarity with advanced 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