*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 cloudwe 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 billsconditions