**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 general scale
- Knowledge of the latest IT service management tools and innovations
**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 4 floating days
- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
- Monthly non-taxable amount for the electricity and internet bills
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.

📌 Director, Service Delivery Management (México)
🏢 Epam Systems
📍 México