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.
*description*:
you are strategic, resilient, engaging with people and a natural self-starter.
you have a passion for solving complex problems.
if this sounds like you, this could be the perfect opportunity to join epam as a
*senior service delivery manager*.
scroll down to learn more about the position's responsibilities and requirements.
responsibilities
- have a clear and deep understanding of the concept of service and specific types of services (managed service, shared service, and etc.)
- manage kpis' and slas' driven type of engagement
- lead development processes in conformity with engx, steer architecture and technology solutions
- request-driven work that requires constant prioritization and supervision
- quality is controlled via slas, misses slas may lead to penalties
- itil, often in combination with agile
- good knowledge of it service management principles and best practices.
able to transition the service, setup kpis and slas
- understand how to build and run 24x7 setups,including related legislation
- critical to have strong negotiation and change management skills to communicate cost changes due to constant demand fluctuations
*requirements*:
- 12+ years of experience as an it manager
- cloud experience (aws, azure, or gcp)
- experienced resource manager of direct 200+ fte
- line management of the team of service delivery managers
- very strong experience in itsm and itil (v3, v4)
- leadership in the organization on strategic delivery efforts
- able to handle emergency and complex situations and issues
- proven tracking record of service and delivery management of mid+ size projects
- expert in business continuity assurance
- sdl advanced experience
- experience designing and implementing support and development services
- highly accountable in complex escalation situations
- expert in customer management and service quality assurance
- expert in service metrics and reporting
- experience in implementing and managing projects/programs under agile principles
- experience in account management (project/service financial management)
- fluent in english (c1 according to the cefr)
nice to have
- public cloud certification
- pmp certification
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 3 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