We are seeking a driven and seasoned Delivery Manager to lead our team of support engineers and help desk personnel effectively and efficiently.

In this capacity, you will focus on delivering high-quality support services to our clients while guiding your team members' performance and professional growth.

Responsibilities

• Oversee and guide help desk technicians in responding promptly to inbound calls and tickets
• Direct the operations of a business unit and autonomously make decisions on team management and daily functions
• Demonstrated success in management across projects, programs, and organizational units
• Take responsibility for support challenges, involving additional experts when necessary
• Handle critical issues, ensuring clear communication with customers
• Analyze support trends, modify processes, and synchronize with business needs for ongoing refinement
• Review ticket responses for quality control and adherence to promised service levels
• Foster career growth and strategic performance planning within the team
• Cultivate leadership skills within the team
• Evaluate and manage team member performance
• Organize team schedules, lead staff meetings, and oversee team process documentation
• Confirm team compliance with policies, procedures, and organizational standards
• Define and shape operational policies

Requirements

• 10+ years of experience in a Developer, SysAdmin, or DevOps role within complex environments
• Proficiency in managing multiple IT service clients
• Background in managing teams of 20+ members
• Self-driven, proactive nature, with a keen ability to discern customer needs and address resource issues
• Strong track record in handling customer escalations, contracts, and rotations
• Excellent skills in team development and coaching
• ITIL Foundation certification (v3 or higher)
• Creativity and a mature, proactive approach
• Detail-oriented with abilities to resolve escalated incidents and communicate professionally
• Flexibility to adapt and learn new skills swiftly
• Experience in managing human elements and delivery challenges without impact
• Capability to envision realistic roles for the mid and long-term
• Fluent English communication skills at a C1 level

Nice to have

• Exposure to Cloud Providers such as AWS, Google, and Azure
• Expertise in mentoring and team development
• Familiarity with Service Desk documentation design standards
• Understanding of core Scrum concepts and methodologies
• 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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