EPAM is a leading general 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.
We are seeking a Service Delivery Manager to serve as the primary client point of contact, ensuring AMS services align with ITIL and meet SLA/KPI commitments. You will coordinate multidisciplinary teams, lead critical incident responses, and drive continuous operational improvement—apply to help deliver reliable services at scale.
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 team

📌 Service Delivery Manager (Monterrey)
🏢 Epam Systems
📍 Monterrey