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.ResponsibilitiesOwn service operations governance to meet SLA, KPI, and contractual commitmentsAct as the primary liaison between clients and support, development, and infrastructure teamsCoordinate critical incidents, escalations, and service restoration activitiesLead war rooms and drive clear, timely communications during high-severity eventsMonitor ticket backlog, aging, demand trends, and operational performance signalsRun root cause analysis and track corrective and preventive actions to closureLead operational and executive service review meetings and align next stepsProduce and present operational, executive,



and service performance reportsDrive continuous improvement initiatives to optimize service delivery and reliabilityManage service request processes and ensure consistent ITSM execution across teamsRequirements8+ years of service delivery experience in AMS or IT Service Management5+ years of support operations experience under SLAs for critical servicesProven leadership experience coordinating multidisciplinary and distributed teamsStrong stakeholder management skills with managerial and executive audiencesStrong ITIL-based service management knowledge covering SLA, KPI, and OLA governanceStrong incident and problem management skills including critical escalations and recovery coordinationStrong analytical skills for backlog, ticket aging, demand trends, and operational performance metricsStrong reporting skills to produce operational and executive service performance updatesStrong decision‐making skills under pressure with clear prioritization and organizationUpper-Intermediate English proficiency (B2)Strong communication skills for executive updates and high‐severity event coordinationNice to haveHands‐on experience with ServiceNowHands‐on experience with Jira Service ManagementHands‐on experience with FreshserviceKnowledge of application support, integrations, and digital operationsExperience supporting high‐availability digital services in retail or entertainmentWe offerInternational projects with top brandsWork with global teams of highly skilled, diverse peersHealthcare benefitsEmployee financial programsPaid time off and sick leaveUpskilling, reskilling and certification coursesUnlimited access to the LinkedIn Learning library and 22,000+ coursesGlobal career opportunitiesVolunteer and community involvement opportunitiesEPAM Employee GroupsAward‐winning culture recognized by Glassdoor, Newsweek and LinkedInEPAM 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.
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📌 Service Delivery Manager (Veracruz)
🏢 Epam Systems
📍 Veracruz