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EPAM
Open role

Service Delivery Manager

EPAMMexico, Monterrey; Mexico, Mexico City; Mexico, Zapopan; Mexico, Aguascalientes; Mexico, Veracruz; Mexico, Leon; Mexico, Guanajuato; Mexico, Queretaro; Mexico, Guadalajara; Mexico, Culiacan; Mexico, Morelia
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Work model
Hybrid
Experience
Manager
Employment
Not specified
Compensation
Not disclosed
Technology signal
4 tags

Technology context

4

Parsed from the vacancy text; ordered by relevance to this role.

JiraDelivery OperationsManaging TeamworkService Delivery Management

Full listing

Role description

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