We are seeking a driven and seasoned *delivery manager* to lead our team of support engineers and help desk personnel effectively and efficiently.
in this capacity, you will focus on delivering high-quality support services to our clients while guiding your team members' performance and professional growth.
responsibilities
- oversee and guide help desk technicians in responding promptly to inbound calls and tickets
- direct the operations of a business unit and autonomously make decisions on team management and daily functions
- demonstrated success in management across projects, programs, and organizational units
- take responsibility for support challenges, involving additional experts when necessary
- handle critical issues, ensuring clear communication with customers
- analyze support trends, modify processes, and synchronize with business needs for ongoing refinement
- review ticket responses for quality control and adherence to promised service levels
- foster career growth and strategic performance planning within the team
- cultivate leadership skills within the team
- evaluate and manage team member performance
- organize team schedules, lead staff meetings, and oversee team process documentation
- confirm team compliance with policies, procedures, and organizational standards
- define and shape operational policies
*requirements*:
- 10+ years of experience in a developer, sysadmin, or devops role within complex environments
- proficiency in managing multiple it service clients
- background in managing teams of 20+ members
- self-driven, proactive nature, with a keen ability to discern customer needs and address resource issues
- strong track record in handling customer escalations, contracts, and rotations
- excellent skills in team development and coaching
- itil foundation certification (v3 or higher)
- creativity and a mature, proactive approach
- detail-oriented with abilities to resolve escalated incidents and communicate professionally
- flexibility to adapt and learn new skills swiftly
- experience in managing human elements and delivery challenges without impact
- capability to envision realistic roles for the mid and long-term
- fluent english communication skills at a c1 level
nice to have
- exposure to cloud providers such as aws, google, and azure
- expertise in mentoring and team development
- familiarity with service desk documentation design standards
- understanding of core scrum concepts and methodologies
- advanced itil certifications (service operations, service transition, service operations)
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