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Delivery Manager (Operation Systems) Mexico City, Mexico

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Delivery Manager (Operation Systems) Description

Job #: 53921
EPAM is committed to providing our global team of 36,700+ EPAMers with inspiring careers from day one. EPAMers lead with passion and honesty and think creatively. Our people are the source of our success and we value collaboration, try to always understand our customers’ business, and strive for the highest standards of excellence. In today’s new market conditions, we continue to support operations for hundreds of clients around the world remotely, with the vast majority of our teams working from home. No matter where you are located, you’ll join a dedicated, diverse community that will help you discover your fullest potential.


You are curious, persistent, logical and clever – a true techie at heart. You enjoy living by the code of your craft and developing elegant solutions for complex problems. If this sounds like you, this could be the perfect opportunity to join EPAM as a DELIVERY MANAGER (OPERATION SYSTEMS). Scroll down to learn more about the position’s responsibilities and requirements.


  • Supervise and assist help desk technicians to ensure they respond to inbound calls and tickets in an efficient and timely manner
  • Able to run a business organization
  • Proven track record of project and program management, as well as organization unit management
  • Take ownership of support issues, engaging other internal / external expertise as required
  • Effectively resolve escalations and have excellent customer communication skills
  • Watch for support trends and adjust processes accordingly and align with the business for continuous process improvements
  • Monitor tickets for quality management and adherence with defined service level agreements
  • Conduct career development, planning and performance of team
  • Develop the team’s leadership capabilities
  • Manage and review performance of personnel
  • Manage team work schedules, conduct staff meetings, and maintain team process documentation
  • Ensure team compliance with all policies, procedures and company regulations
  • Establish and influence operating policies
  • Develop standards around which others will operate
  • Independently determine approach to managing teams and daily operations
  • Play the role as senior service desk manager


  • 7+ years’ at least in a Developer, SysAdmin, DevOps, role managing complex environments
  • Experience managing multiple clients in IT services area
  • Capable to manage more than 20 resources team
  • Self-motivated, self-driven and capable to understand team needs
  • Proactive and capable to manage resources issues in day to day
  • Proven experience managing customer, escalations, contracts, rotation, etc
  • Excellent ability to identify specific customer needs and drive closure to identified customer issues
  • Excellent ability to build a strong team environment
  • Able to coach and mentor others on understanding the customer and identifying specific needs
  • ITIL Foundation certification (v3 or higher)
  • Supervise and assist support engineers to ensure they respond to inbound calls and tickets in an efficient and timely manner
  • Be creative and mature with a “can do”, proactive attitude and an ability to continuously “scan” the environment, identifying and taking advantage of opportunities for improvement
  • Detailed oriented, capable of investigating escalated incidents and requests, communicate professionally in a timely manner, with the ability to adapt and learn new skills quickly
  • Capable to create unambiguous and high-quality deliverables
  • Experience managing human factor and delivery complexity without impacts
  • Capable to generate realistic mid and long-term roles
  • Manages constant changes and effectively deploy new services

Nice to have

  • Experience working on environments that include support of Cloud Providers (AWS, Google, Azure, etc.)
  • Mentoring and team building expertise
  • Cloud Services experience is a big plus
  • Deep understanding of Service Desk documentation design standards
  • Understanding of the Scrum main terms (standup, retrospective, backlog, iteration, etc.) and principles
  • Develops an understanding of challenges for the team
  • Project manager training
  • Advanced ITIL certifications (Service Operations, Service Transition, Service Operations, CSI)

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, 15 days December bonus, 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
  • 10 vacations days plus 2 floating days
  • Official Mexican holidays, plus two extra holidays (December 24th & 31st)
  • Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more