We are looking for a motivated and experienced Associate Delivery Manager to oversee our team of support engineers and help desk technicians.

In this role, you will be responsible for ensuring the quality and efficiency of support provided to our clients, while managing the performance and development of your team.

Responsibilities

• Supervise and assist help desk technicians with efficient response to inbound calls and tickets
• Run a business organization and independently determine approach to managing teams and daily operations
• Proven track record of project, program, and organization unit management
• Take ownership of support issues and engage other expertise as required
• Resolve escalations, ensure effective customer communication
• Monitor support trends, adjust processes, and align with the business for continuous improvement
• Monitor tickets for quality management and adherence to service level agreements
• Conduct career development and performance planning for the team
• Develop the team’s leadership capabilities
• Manage and review performance of personnel
• Manage team work schedules, conduct staff meetings, and maintain team process documentation
• Ensure team compliance with all policies, procedures and company regulations
• Establish and influence operating policies

Requirements

• 7+ years' experience in Developer, SysAdmin, or DevOps role managing complex environments
• Experience managing multiple clients in IT services area
• Manage teams of 20+ resources
• Self-motivated, proactive, with excellent ability to identify specific customer needs and manage resources issues
• Proven experience managing customer escalations, contracts, rotation
• Excellent team building and coaching skills
• ITIL Foundation certification (v3 or higher)
• Creative and mature with proactive attitude
• Detailed oriented, capable of investigating escalated incidents and communicating professionally
• Ability to adapt and learn new skills quickly
• Experience managing human factor and delivery complexity without impacts
• Generate realistic mid and long-term roles
• Fluent English communication skills at a C1 level

Nice to have

• Experience working with Cloud Providers (AWS, Google, Azure)
• Mentoring and team building expertise
• Deep understanding of Service Desk documentation design standards
• Understanding of Scrum main terms and principles
• Advanced ITIL certifications (Service Operations, Service Transition, Service Operations)

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

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.

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