Service Delivery Manager Remote

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

• Technical background in application development
• 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!