*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