**DESCRIPTION**:
Are you a seasoned professional with a knack for seamless service delivery in a general setting?
Join our dynamic team at EPAM, a leading global provider of digital platform engineering and software development services.
We are seeking a
**Director and Service Delivery Manager **with expertise in planning, execution, and reporting.
If you are passionate about leveraging your skills to ensure smooth operations and client satisfaction, we want to hear from you!
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.
RESPONSIBILITIES
- Accountable for seamless delivery of L2 Production support services in a global delivery model across North America and India, with team sizes up to 200 people
- Collaborate with client key stakeholders to define, execute & track the transition plan for every new product introduced in scope
- Publish Monthly Production Support roster and weekly adjustments to the roster plan in line with Shift agreements
- Generate and analyze reports on service delivery metrics with a focus on budget and productivity




- Establish a process for Intake of new features, scope & capacity into L2 Scope as part of future Product Releases
- Collaborate with clients to maintain healthy backlog and prioritization for Production Support Operations
- Define, execute, and lead communication, escalation plan, and ability to handle the pressure and manage the situation especially in case of a major production incident
- Assist client organization in the definition of the SLA’SLO framework for L2 Production Support services
- Collaborate with the team to identify & tag key automation opportunities for production process optimization
- People management, including upskilling, cross-skilling, retention, and continuous knowledge management
- Responsible for review of SoW for new work related to L2 Production support
**REQUIREMENTS**:
- Bachelor’s or master’s degree in computer science, Information Technology, or related field
- Have an executive presence and ability to communicate and negotiate with tier-1 and Tier-2 leadership at the organization level
- Bring thought leadership, organizational, operational structure, and content (templates, best practices, enable) to establish a new support organization




- Well versed with Managed capacity and managed service model and how to transition from one to other
- Excellent understanding of current trends and the future of the Enterprise level support model
- Deep understanding of DevOps and Hybrid cloud
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)
- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more
- Monthly non-taxable amount for the electricity and internet bills
CONDITIONS

📌 Director, Service Delivery Manager (Guadalajara)
🏢 Epam Systems
📍 Guadalajara