Service Delivery Manager
hace 5 meses
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._
This role involves collaborating closely with key client stakeholders to ensure the prompt and efficient delivery of services. You will also be tasked with identifying improvement opportunities and initiating processes such as incident management and change management. A strong understanding of both functional and technical requirements coupled with experience in support management will be crucial to your success in this role.
RESPONSIBILITIES
- Steering a Scrum team and overseeing the organization
- Bridging communication gaps between L2 and L3 support
- Identifying improvement areas for the platform and initiating processes like incident management and change management
- Facilitating the creation of plans and roadmaps
- Monitoring progress and regularly reporting status
- Implementing the issues escalation process
- Collaborating effectively with delivery teams for smooth project completion
- Establishing SRE communication loops for improvement (RCAs, Post Mortems, Retrospectives)
- Ensuring the project aligns with success criteria
**REQUIREMENTS**:
- A minimum of 3 years' experience in project management and service delivery
- Familiarity with ITIL processes, including change management, incident management, and problem management
- Effective communication skills with key client stakeholders
- Prior experience in support management, particularly in incident and problem management
- Capability to comprehend both functional and technical requirements
- Proven leadership skills and the ability to lead by example
- Experience working in a multicultural environment
- Advanced proficiency in English, including excellent verbal and written communication skills
NICE TO HAVE
- Experience in software architecture
WE OFFER
- Learning Culture - We want you to be the best version of yourself, that is why we offer unlimited access to learning platforms, a wide range of internal courses, and all the knowledge you need to grow professionally
- Health Coverage - Health and wellness are important, that is why we have you and up to four family members in a premiere health plan. We have a couple of options, so you can choose what is best for you and your family
- Visual Benefit - Seeing your work for us would be a sight for sore eyes. We want your vision to always be at 100% which is why we offer up to $200.000 COP for any visual health expenses
- Life Insurance Plan - We have partnered with MetLife to offer a full-coverage Ife insurance plan. So, your family is covered, even if you are gone
- Medical Leave Coverage - We are one of the few companies that cover 100% of your medical leave, for up to 90 days. Your health is the most important thing to us
- Professional Growth Opportunities - We have designed a highly competitive and complete development process, where you will have all the tools to get where you have always wanted to be, personally and professionally
- Stock Option Purchase Plan - As an EPAMer you can be more than just an employee, you will also have the opportunity to purchase stock at a reduced price and become a part owner of our organization
- Additional Income - Besides your regular salary, you will also have the chance to earn extra income by referring talent, being a technical interviewer, and many more ways
- Community Benefit - You will be part of a worldwide community of over 50,000 employees, where you can learn, challenge yourself, stand out, and share your knowledge and experience with multicultural teams
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