DESCRIPTION

　　Are you a seasoned professional with a knack for seamless service delivery in a global setting?

　　Join our dynamic team at EPAM, a leading global provider of digital platform engineering and software development services.

　　We are seeking a Director and Service Delivery Manager with expertise in planning, execution, and reporting.

　　If you are passionate about leveraging your skills to ensure smooth operations and client satisfaction, we want to hear from you!

　　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.

　　RESPONSIBILITIES

　　Accountable for seamless delivery of L2 Production support services in a global delivery model across North America and India, with team sizes up to 200 people

　　Collaborate with client key stakeholders to define, execute & track the transition plan for every new product introduced in scope

　　Publish Monthly Production Support roster and weekly adjustments to the roster plan in line with Shift agreements

　　Generate and analyze reports on service delivery metrics with a focus on budget and productivity

　　Establish a process for Intake of new features, scope & capacity into L2 Scope as part of future Product Releases

　　Collaborate with clients to maintain healthy backlog and prioritization for Production Support Operations

　　Define, execute, and lead communication, escalation plan, and ability to handle the pressure and manage the situation especially in case of a major production incident

　　Assist client organization in the definition of the SLA’SLO framework for L2 Production Support services

　　Collaborate with the team to identify & tag key automation opportunities for production process optimization

　　People management, including upskilling, cross-skilling, retention, and continuous knowledge management

　　Responsible for review of SoW for new work related to L2 Production support

　　REQUIREMENTS

　　Bachelor’s or master’s degree in computer science, Information Technology, or related field

　　Have an executive presence and ability to communicate and negotiate with tier-1 and Tier-2 leadership at the organization level

　　Bring thought leadership, organizational, operational structure, and content (templates, best practices, enable) to establish a new support organization

　　Well versed with Managed capacity and managed service model and how to transition from one to other

　　Excellent understanding of current trends and the future of the Enterprise level support model

　　Deep understanding of DevOps and Hybrid cloud

　　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

　　Monthly non-taxable amount for the electricity and internet bills

　　CONDITIONS

　　By applying to our role, you are agreeing that your personal data may be used as in set out in EPAM´s Privacy Notice ( https://www.epam.com/applicant-privacy-notice ) and Policy ( https://www.epam.com/privacy-policy )EPAM Systems, Inc. is an equal opportunity employer. We recognize the value of diversity and inclusion in creating success for our customers, business partners, shareholders, employees and communities. We are committed to recruiting, hiring, developing and promoting employees without discrimination. As a global employer, this commitment includes complying with all laws in the countries in which we operate. Nevertheless, we believe equal employment practices should not be limited to what the law requires. Equal opportunity and inclusion are essential to motivate, empower and recognize the best in everyone.

　　At EPAM, employment actions are based on individual qualifications, without regard to race, color, religion, creed, gender, pregnancy status, sexual orientation, gender identity, gender expression, marital or familial status, national origin, ancestry, genetics, age, disability status, veteran status, citizenship status when otherwise legally able to work, or any other characteristic protected by law.