Are you a dynamic and experienced leader with a passion for delivering exceptional service in the realm of Information Technology? If so, we have an exciting opportunity for you as a Service Delivery Manager at EPAM!. We are at the forefront of technological innovation, providing cutting-edge IT solutions to a diverse range of clients. As a Service Delivery Manager, you will play a pivotal role in ensuring the seamless delivery of our services, fostering strong relationships with clients, and spearheading the continuous improvement of our service delivery processes. EPAM is a leading integral 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 - Have a clear and deep understanding of the concept of Service and specific types of Services (Managed Service, Shared Service, etc.) - Manage KPIs and SLAs-driven types of engagements - Lead development processes in conformity with EngX, steer architecture and technology solutions - Handle request-driven work that requires constant prioritization and supervision - Ensure quality control through SLAs; failure to meet SLAs may lead to penalties - Utilize ITIL, often in combination with Agile - Possess good knowledge of IT Service Management principles and best practices. Able to transition the service, set up KPIs and SLAs - Understand how to build and run 24x7 setups, including related legislation - Strong negotiation and change management skills are critical to effectively communicate cost changes due to constant demand fluctuations **REQUIREMENTS**: - Service - Possess a clear and deep understanding of the concept of Service and specific types of Services (Managed Service, Shared Service, etc.) - Manage engagements driven by KPIs and SLAs - Lead development processes in alignment with EngX, steering architecture, and technology solutions - Business - Focus on various business needs and understand the business value the Service provides to clients or consumers - Vision - People and Leadership - Inspire and lead teams to deliver the best Services and enhance the company's image of excellence among clients - Remember, a Service is a means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs and risks 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 CONDITIONS
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