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Director of Service Delivery Management

Remote in Mexico
Service Delivery Management
& 7 others
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Sorry, this position is no longer available

We are actively seeking a Director of Service Delivery Management to guide our remote operations. This crucial senior role encompasses total management of all service delivery aspects within an IT environment, requiring a seasoned professional with extensive experience in service delivery, as well as project and program management. The prospective candidate should be a strategic thinker, proficient in leading delivery initiatives from their inception to successful implementation, ensuring they meet and exceed organizational goals.

Responsibilities
  • Supervise the management of programs, projects, and organizational units with over 100 FTEs
  • Uphold superior project governance and maintain active engagement with senior management
  • Endorse and execute best practices in service delivery
  • Proactively identify and lead the adoption of future industry trends
  • Establish and nurture high-level customer relationships
  • Craft strategic service delivery models tailored to meet client needs
  • Allocate essential resources for effective monitoring of service delivery systems
  • Manage comprehensive collaboration and relationships with stakeholders
  • Encourage a culture of ongoing improvement within service delivery operations
  • Develop and implement risk management strategies to minimize disruptions
  • Design and introduce training programs to elevate team competencies
  • Ensure adherence to and enforcement of industry standards and regulations
  • Drive the integration of innovative technologies to improve service delivery
  • Maintain transparent and open communication throughout the organization
  • Continuously assess and optimize service delivery metrics and performance indicators to fulfill business objectives
Requirements
  • Minimum of 12 years in IT with over 8 years dedicated to service delivery or project/program management
  • Proven experience in managing large teams or high-stakes projects involving more than 100 FTEs
  • Expertise in navigating complex and urgent situations effectively
  • A solid history of developing visionary strategies and cohesive approaches to delivery
  • Extensive experience in formulating, advocating, and implementing top-level delivery concepts
  • Proficient in managing outcome-focused service delivery frameworks
  • Deep understanding of service delivery processes, practices, and methodologies
  • Demonstrated ability to design and implement detailed service delivery frameworks from the ground up
  • Skilled in mentoring teams and influencing positive outcomes
  • Experienced in overseeing all aspects of a delivery organization, including business acquisition, ongoing development, and quality enhancement
  • Capable of managing service lifecycle challenges, conflicts, and competing interests
  • Trusted by executive management to oversee client relationships and establish cooperative frameworks
  • Fluent in English with C1 level proficiency or higher
Nice to have
  • Possession of relevant industry certifications
  • Experience overseeing service delivery on an international scale
  • Familiarity with the newest IT service management tools and technologies
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

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