We are looking for an *associate delivery manager* to join our dynamic team.
*responsibilities*
- supervise and enable help desk technicians to respond efficiently to inbound calls and tickets
- lead a business organization efficiently
- own support issues and engage necessary expertise
- resolve escalations adeptly and excel in customer communication
- monitor support trends and optimize processes continuously
- ensure top-notch quality management and adherence to service level agreements
- spearhead career development and performance evaluations for the team
- cultivate leadership capabilities within the team
- organize team work schedules and maintain process documentation
- uphold policy and procedure compliance within the team
- formulate influential operating policies
- establish operational standards for the team
- independently manage teams and daily operations confidently
- fulfill the role of a senior service desk manager
*requirements*:
- minimum 7 years' experience in roles such as developer, sysadmin, or devops managing complex environments
- background in managing multiple it service clients and large teams (20+ resources)
- proven track record in managing customer escalations, contracts, and team rotations
- strong capability to identify and address customer-specific needs
- demonstrated ability to foster a strong team environment
- expertise in coaching and mentoring team members
- itil foundation certification (v3 or higher)
- demonstrated creativity, maturity, and proactive problem-solving attitude
- detail-oriented with ability to manage escalated incidents and adapt quickly
- proficiency in creating clear, high-quality deliverables
- experience handling human factors and delivery complexities effectively
- capability to define realistic mid and long-term roles for the team, manage constant changes, and deploy new services efficiently
*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
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.