Are you ready to lead and innovate in IT service delivery?

Join us as a Service Delivery Manager and play a pivotal role in shaping the support services at a leading IT company.

You will be responsible for overseeing the seamless delivery of L2 Production support across global teams, collaborating with key stakeholders, and driving continuous improvement in service delivery.

This role offers the opportunity to work in a dynamic environment, manage large teams, and ensure high-quality IT support aligned with organizational goals.

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

Oversee the delivery of L2 Production support services globally, ensuring seamless operations and team management for up to 200 people
Collaborate with client stakeholders to plan and track the transition of new products, ensuring effective support integration
Manage and publish support schedules and weekly status reports, monitoring team productivity and capacity utilization
Partner with offshore managers to guarantee timely delivery of support services and analyze service delivery metrics to optimize budget and productivity
Establish intake processes for new features and production support scope, ensuring alignment with future product releases
Maintain and prioritize a healthy backlog for Production Support Operations in collaboration with clients
Lead communication strategies, manage escalations, and resolve dependencies to ensure robust production support
Assist in defining and adhering to SLA/SLO frameworks, ensuring alignment with client expectations and service standards
Develop and maintain a Knowledge Management framework to keep support services updated and efficient
Identify automation opportunities and implement process improvements to enhance the production support model
Manage team dynamics including upskilling, retention, and continuous knowledge sharing
Review and support contract creation and updates for L2 Production support engagements

Requirements

Bachelor’s or master’s degree in Computer Science, Information Technology, or a related field
Executive presence with the ability to communicate and negotiate effectively with top-tier leadership
Proven thought leadership with the ability to establish operational structures and support frameworks
Comprehensive understanding of service models (Managed Service, Shared Service, etc.) and enterprise-level support trends
Strong negotiation and change management skills, capable of managing cost fluctuations and service demands
Proficient in IT Service Management principles, capable of setting up and transitioning services with defined KPIs and SLAs
Deep knowledge of DevOps and Hybrid cloud environments

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