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Director, Service Delivery Management Guadalajara, Mexico

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Director, Service Delivery Management Description

Job #: 86844
EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.


You are strategic, resilient, engaging with people and a natural self-starter. You have a passion for solving complex problems. If this sounds like you, this could be the perfect opportunity to join EPAM as a Director, Service Delivery Manager. Scroll down to learn more about the position’s responsibilities and requirements.


  • Provide oversee and guidance of service metrics
  • Ensure incident, request, problem, and change resolution timely as per agreed response times
  • Constantly provides service improvement recommendations aiming to increase the value delivered
  • Ensure adequate perception of support from clients and end users
  • Designing the service solution
  • Management information systems and tools
  • Organize and prepare the adequate transition of the following components: Service Strategy, People, Process, Technology, Suppliers of the service, Organizational culture, Governance, and Risk


  • 12+ years of experience as an IT Manager
  • Cloud experience (AWS, AZURE, or GCP)
  • Experienced Resource Manager of direct 300+ FTE
  • Line management of the team of Service Delivery Managers
  • Very strong experience in ITSM and ITIL (V3, V4)
  • Leadership in the organization on strategic delivery efforts
  • Able to handle emergency and complex situations and issues
  • Proven tracking record of Service and Delivery Management of mid+ size projects
  • Expert in business continuity assurance
  • SDL advanced experience
  • Experience Designing and Implementing Support and Development Services
  • Highly accountable in complex escalation situations
  • Expert in Customer Management and Service Quality Assurance
  • Expert in Service Metrics and Reporting
  • Experience in implementing and managing projects/programs under Agile principles
  • Experience in Account Management (Project/Service Financial Management)
  • Fluent in English (C1 according to the CEFR)

Nice to have

  • Public Cloud Certification
  • PMP Certification

We offer

  • Career plan and real growth opportunities
  • Unlimited access to LinkedIn learning solutions
  • International Mobility Plan within 25 countries
  • Constant training, mentoring, online corporate courses, eLearning and more
  • English classes with a certified teacher
  • Support for employee’s initiatives (Algorithms club, toastmasters, agile club and more)
  • Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
  • Flexible work schedule and dress code
  • Collaborate in a multicultural environment and share best practices from around the globe
  • Hired directly by EPAM & 100% under payroll
  • Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
  • Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
  • 13 % employee savings fund, capped to the law limit
  • Grocery coupons
  • 30 days December bonus
  • Employee Stock Purchase Plan
  • 12 vacations days plus 3 floating days
  • Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
  • Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more
  • Monthly non-taxable amount for the electricity and internet bills


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