22 ene
Epam Systems
Guadalajara
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
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.
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.