Director, Service Delivery Management

Remote in Mexico

Service Delivery Management

Location-specific conditions & benefits*

Mexico

We are currently seeking a Director of Service Delivery Management to oversee our remote team operations. This critical senior position encompasses comprehensive oversight of all service delivery aspects within an IT setting, demanding a well-experienced professional with a deep background in service delivery, project, and program management. The ideal candidate will be a strategic leader adept at initiating and steering delivery initiatives from start to successful completion, ensuring they align with and surpass organizational objectives.

Responsibilities

Oversee the management of programs, projects, and organizational segments with over 100 FTEs
Maintain exemplary project governance and ensure consistent engagement with senior management
Advocate for and implement best practices in service delivery
Actively identify and lead the integration of upcoming industry trends
Develop and maintain strategic relationships with high-level customers
Design service delivery frameworks that are customized to meet client demands
Allocate necessary resources to monitor and maintain service delivery systems efficiently
Lead extensive collaboration and manage relationships with all stakeholders
Promote a culture of continuous improvement within all service delivery operations
Create and enforce risk management strategies to reduce potential disruptions
Develop and roll out training programs to enhance team skills and knowledge
Ensure strict adherence to industry standards and regulatory compliance
Champion the adoption of innovative technologies to enhance service delivery
Ensure clear and consistent communication across the organization
Regularly review and refine service delivery metrics and performance indicators to meet business goals

Requirements

Minimum of 12 years in IT with at least 8 years focused on service delivery or project/program management
Demonstrated ability to manage large teams or significant projects with more than 100 FTEs
Proficient in handling complex and urgent situations with efficiency
Strong track record of developing visionary strategies and cohesive delivery approaches
Comprehensive experience in creating, advocating, and implementing advanced delivery concepts
Skilled in managing result-oriented service delivery frameworks
Thorough knowledge of service delivery processes, practices, and strategies
Proven capability to conceptualize and implement robust service delivery frameworks from scratch
Effective in mentoring teams and leading them to achieve positive results
Experienced in managing the complete spectrum of a delivery organization, including business acquisition, ongoing development, and quality improvement
Skilled at handling service lifecycle issues, conflicts, and competing demands
Trusted by top management to handle client relationships and develop collaborative partnerships
Fluent in English with a C1 level proficiency or higher

Nice to have

Relevant professional certifications
Experience managing service delivery on a global scale
Knowledge of the latest IT service management tools and innovations

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