Service Delivery Manager

EPAM Systems; Veracruz; Presencial; MXN 600.000 - 1.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare benefits

Paid time off and sick leave

Upskilling and certifications

Global career opportunities

Employee Groups

Descripción de la vacante

EPAM Systems is seeking a Service Delivery Manager to oversee service operations and ensure AMS services align with ITIL, meeting SLA/KPI commitments. You will coordinate multidisciplinary teams, lead critical incidents, and drive continuous operational improvement for reliable services at scale.

You will act as the main liaison between clients and support, development, and infrastructure teams, monitor performance, and produce executive reports to inform strategic decisions.

Formación

• 8+ years of service delivery experience in AMS or IT Service Management.
• 5+ years of support operations experience under SLAs for critical services.
• Proven leadership experience coordinating multidisciplinary and distributed teams.
• Strong stakeholder management skills with managerial and executive audiences.
• Strong ITIL-based service management knowledge covering SLA, KPI, and OLA governance.
• Strong incident and problem management skills including critical escalations and recovery coordination.
• Strong analytical skills for backlog, ticket aging, demand trends, and operational performance metrics.
• Strong reporting skills to produce operational and executive service performance updates.
• Strong decision-making skills under pressure with clear prioritization and organization.
• Upper-Intermediate English proficiency (B2).

Responsabilidades

• Own service operations governance to meet SLA, KPI, and contractual commitments.
• Act as the primary liaison between clients and support, development, and infrastructure teams.
• Coordinate critical incidents, escalations, and service restoration activities.
• Lead war rooms and drive clear, timely communications during high-severity events.
• Monitor ticket backlog, aging, demand trends, and operational performance signals.
• Run root cause analysis and track corrective and preventive actions to closure.
• Lead operational and executive service review meetings and align next steps.
• Produce and present operational, executive, and service performance reports.
• Drive continuous improvement initiatives to optimize service delivery and reliability.
• Manage service request processes and ensure consistent ITSM execution across teams.

Conocimientos

Service delivery

ITSM

ITIL

Stakeholder mgmt

Incident mgmt

Analytical skills

Reporting

Communication

Decision making

Herramientas

ServiceNow

Jira Service Management

Freshservice

Descripción del empleo

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.

We are seeking a Service Delivery Manager to serve as the primary client point of contact, ensuring AMS services align with ITIL and meet SLA/KPI commitments. You will coordinate multidisciplinary teams, lead critical incident responses, and drive continuous operational improvement—apply to help deliver reliable services at scale.

Responsibilities

• Own service operations governance to meet SLA, KPI, and contractual commitments
• Act as the primary liaison between clients and support, development, and infrastructure teams
• Coordinate critical incidents, escalations, and service restoration activities
• Lead war rooms and drive clear, timely communications during high-severity events
• Monitor ticket backlog, aging, demand trends, and operational performance signals
• Run root cause analysis and track corrective and preventive actions to closure
• Lead operational and executive service review meetings and align next steps
• Produce and present operational, executive, and service performance reports
• Drive continuous improvement initiatives to optimize service delivery and reliability
• Manage service request processes and ensure consistent ITSM execution across teams

Requirements

• 8+ years of service delivery experience in AMS or IT Service Management
• 5+ years of support operations experience under SLAs for critical services
• Proven leadership experience coordinating multidisciplinary and distributed teams
• Strong stakeholder management skills with managerial and executive audiences
• Strong ITIL-based service management knowledge covering SLA, KPI, and OLA governance
• Strong incident and problem management skills including critical escalations and recovery coordination
• Strong analytical skills for backlog, ticket aging, demand trends, and operational performance metrics
• Strong reporting skills to produce operational and executive service performance updates
• Strong decision‑making skills under pressure with clear prioritization and organization
• Upper-Intermediate English proficiency (B2)
• Strong communication skills for executive updates and high‑severity event coordination

Nice to have

• Hands‑on experience with ServiceNow
• Hands‑on experience with Jira Service Management
• Hands‑on experience with Freshservice
• Knowledge of application support, integrations, and digital operations
• Experience supporting high‑availability digital services in retail or entertainment

We offer

• International projects with top brands
• Work with global teams of highly skilled, diverse peers
• Healthcare benefits
• Employee financial programs
• Paid time off and sick leave
• Upskilling, reskilling and certification courses
• Unlimited access to the LinkedIn Learning library and 22,000+ courses
• Global career opportunities
• Volunteer and community involvement opportunities
• EPAM Employee Groups
• Award‑winning culture recognized by Glassdoor, Newsweek and LinkedIn

EPAM is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, protected veteran status, or any other characteristic protected by applicable law.