**Responsibilities**
- Own service operations governance to meet SLA, KPI, and contractual commitments
- Act as the primary liaison between clients and support, development, and infrastructure teams
- Coordinate critical incidents, escalations, and service restoration activities
- Lead war rooms and drive clear, timely communications during high-severity events
- Monitor ticket backlog, aging, demand trends, and operational performance signals
- Run root cause analysis and track corrective and preventive actions to closure
- Lead operational and executive service review meetings and align next steps
- Produce and present operational, executive, and service performance reports
- Drive continuous improvement initiatives to optimize service delivery and reliability
- Manage service request processes and ensure consistent ITSM execution across teams
**Requirements**:
- 8+ years of service delivery experience in AMS or IT Service Management
- 5+ years of support operations experience under SLAs for critical services
- Proven leadership experience coordinating multidisciplinary and distributed teams
- Strong stakeholder management skills with managerial and executive audiences
- Strong ITIL-based service management knowledge covering SLA, KPI, and OLA governance
- Strong incident and problem management skills including critical escalations and recovery coordination
- Strong analytical skills for backlog, ticket aging, demand trends,



and operational performance metrics
- Strong reporting skills to produce operational and executive service performance updates
- Strong decision-making skills under pressure with clear prioritization and organization
- Upper-Intermediate English proficiency (B2)
- Strong communication skills for executive updates and high-severity event coordination
**Nice to have**
- Hands-on experience with ServiceNow
- Hands-on experience with Jira Service Management
- Hands-on experience with Freshservice
- Experience supporting high-availability digital services in retail or entertainment
**We offer**
- International projects with top brands
- Work with general 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
- EPAM is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, protected veteran status, or any other characteristic protected by applicable law._

📌 Service Delivery Manager (Culiacán Rosales)
🏢 Epam Systems
📍 Culiacán Rosales