Service Delivery Manager

epicorsoftware; Monterrey; On-site; MXN 900,000 - 1,300,000; Full time

Benefits offered by this job

Health & Wellness

Internal Mobility

Career Development

Education Support

Inclusive Workplace

Work-Life Balance

Global Mobility

Job summary

Epicor is seeking a Service Delivery Manager to drive consistent service management across production services. You will lead incident management, RCA, change management, and customer communications, partnering with Cloud Operations, Engineering, Support, and Product teams to improve stability and communication.

You will establish standards for incident severity, escalation, cadence, and stakeholder engagement while promoting automation and continuous improvement.

Qualifications

• 5+ years in Service Delivery, ITSM, Cloud Operations, or related fields.
• Hands-on experience with Incident, Major Incident, RCA/Problem, and Change Management.
• Proven ability to coordinate multi-team production incidents and communicate clearly.
• Strong facilitation and leadership during high-pressure incidents.
• Familiarity with monitoring, collaboration, and status-communication platforms.
• Ability to drive actions across teams without direct reporting authority.

Responsibilities

• Lead and improve Major Incident Management with clear ownership and fast restoration.
• Coordinate incident bridges among technical and business stakeholders.
• Own RCA/Post-Incident process and ensure timely, detailed analyses and actions.
• Track RCA actions, identify trends, and drive improvements.
• Manage customer-facing incident communications and regular updates.
• Maintain incident, problem, and change management procedures and tooling.
• Champion operational excellence and a culture of accountability.

Skills

Incident Mgmt

Major Incident Mgmt

RCA & Post-Inc

Change Mgmt

Stakeholder comms

Operational excellence

ITIL knowledge

Job description

Service Delivery Manager

The Service Delivery Manager is responsible for driving consistent, high-quality service management practices across our production services. This role will bring structure, accountability, and continuous improvement to incident management, root cause analysis, customer-facing service communications, and change management.

The successful candidate will work across Cloud Operations, Engineering, Support, Product, and other technical teams to ensure service-impacting events are managed effectively, customers receive timely and accurate communications, corrective actions are completed, and operational processes continually mature.

What you will be doing

• Lead and continuously improve the Major Incident Management process, ensuring clear ownership, effective coordination, timely escalation, and rapid restoration of service.

• Facilitate major incident bridges and coordinate technical and business stakeholders during high-impact service events.

• Own the operational process for Root Cause Analysis (RCA) / Post-Incident Reviews, ensuring RCAs are completed on time, are sufficiently detailed, identify systemic causes, and result in measurable corrective actions.

• Track RCA actions through completion and identify recurring themes, systemic risks, and opportunities for service improvement.

• Own and coordinate customer-facing incident communications, including status page updates, incident notifications, ongoing updates, resolution notices, and post-incident communications.

• Ensure customer communications are accurate, timely, understandable, and consistent across incidents.

• Establish and maintain standards for incident severity, escalation, communication cadence, and stakeholder engagement.

• Drive effective Change Management practices to reduce change-related incidents and improve production stability.

• Facilitate or participate in Change Advisory Board processes, assess higher-risk changes, and ensure appropriate implementation, validation, and rollback planning.

• Analyze incidents and changes to identify trends, repeat failures, process gaps, and opportunities for automation or preventative action.

• Maintain and improve incident, problem, and change management procedures, documentation, templates, and tooling.

• Act as a champion for operational excellence and help establish a culture of accountability, learning, and continuous improvement rather than blame.

What you likely bring

• 5+ years of experience in Service Delivery, IT Service Management, Cloud Operations, Production Operations, Technical Support, or a related discipline.

• Strong experience with Incident Management, Major Incident Management, Problem Management/RCA, and Change Management.

• Experience coordinating complex production incidents involving multiple technical teams.

• Demonstrated ability to communicate clearly with both technical stakeholders and business/customer audiences.

• Strong facilitation skills and the ability to provide calm, structured leadership during high-pressure incidents.

• Experience with service management, monitoring, collaboration, and status communication platforms.

• Strong organizational skills with the ability to drive actions across teams where direct reporting authority may not exist.

What can set you apart

• Experience developing operational metrics, identifying trends, and driving continuous service improvement.

• Working knowledge of ITIL practices; ITIL certification is desirable but not required.

About Epicor

At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain.

We’re Proactive, Proud, Partners.

Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.

Competitive Pay & Benefits

• Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.

• Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.

• Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.

• Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.

• Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.

• Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.

• Global Mobility: Comprehensive support for international relocations and permanent residency processes.

Equal Opportunities and Accommodations Statement

Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.

We are an equal-opportunity employer.