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Director, Service Delivery Manager Guadalajara, Mexico

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Director, Service Delivery Manager Description

Job #: 93356


Are you a seasoned professional with a knack for seamless service delivery in a global setting?

Join our dynamic team at EPAM, a leading global provider of digital platform engineering and software development services.
We are seeking a Director and Service Delivery Manager with expertise in planning, execution, and reporting.
If you are passionate about leveraging your skills to ensure smooth operations and client satisfaction, we want to hear from you!

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.


  • Accountable for seamless delivery of L2 Production support services in a global delivery model across North America and India, with team sizes up to 200 people
  • Collaborate with client key stakeholders to define, execute & track the transition plan for every new product introduced in scope
  • Publish Monthly Production Support roster and weekly adjustments to the roster plan in line with Shift agreements
  • Generate and analyze reports on service delivery metrics with a focus on budget and productivity
  • Establish a process for Intake of new features, scope & capacity into L2 Scope as part of future Product Releases
  • Collaborate with clients to maintain healthy backlog and prioritization for Production Support Operations
  • Define, execute, and lead communication, escalation plan, and ability to handle the pressure and manage the situation especially in case of a major production incident
  • Assist client organization in the definition of the SLA’SLO framework for L2 Production Support services
  • Collaborate with the team to identify & tag key automation opportunities for production process optimization
  • People management, including upskilling, cross-skilling, retention, and continuous knowledge management
  • Responsible for review of SoW for new work related to L2 Production support


  • Bachelor’s or master’s degree in computer science, Information Technology, or related field
  • Have an executive presence and ability to communicate and negotiate with tier-1 and Tier-2 leadership at the organization level
  • Bring thought leadership, organizational, operational structure, and content (templates, best practices, enable) to establish a new support organization
  • Well versed with Managed capacity and managed service model and how to transition from one to other
  • Excellent understanding of current trends and the future of the Enterprise level support model
  • Deep understanding of DevOps and Hybrid cloud

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


  • By applying to our role, you are agreeing that your personal data may be used as in set out in EPAM´s Privacy Notice and Policy

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