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

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