We are looking for an Associate Delivery Manager to join our dynamic team.
The successful candidate will oversee the daily operations of our help desk technicians and support engineers, ensuring optimal performance and customer satisfaction. The role demands a strategic thinker with proven project management skills and a strong background in IT service management.
#LI-DNI
Responsibilities
- Supervise and enable help desk technicians to respond efficiently to inbound calls and tickets
- Lead a business organization efficiently
- Own support issues and engage necessary expertise
- Resolve escalations adeptly and excel in customer communication
- Monitor support trends and optimize processes continuously
- Ensure top-notch quality management and adherence to service level agreements
- Spearhead career development and performance evaluations for the team
- Cultivate leadership capabilities within the team
- Organize team work schedules and maintain process documentation
- Uphold policy and procedure compliance within the team
- Formulate influential operating policies
- Establish operational standards for the team
- Independently manage teams and daily operations confidently
- Fulfill the role of a senior service desk manager
Want more jobs like this?
Get jobs in Guadalajara, Mexico delivered to your inbox every week.
- Minimum 7 years' experience in roles such as Developer, SysAdmin, or DevOps managing complex environments
- Background in managing multiple IT service clients and large teams (20+ resources)
- Proven track record in managing customer escalations, contracts, and team rotations
- Strong capability to identify and address customer-specific needs
- Demonstrated ability to foster a strong team environment
- Expertise in coaching and mentoring team members
- ITIL Foundation certification (v3 or higher)
- Demonstrated creativity, maturity, and proactive problem-solving attitude
- Detail-oriented with ability to manage escalated incidents and adapt quickly
- Proficiency in creating clear, high-quality deliverables
- Experience handling human factors and delivery complexities effectively
- Capability to define realistic mid and long-term roles for the team, manage constant changes, and deploy new services efficiently
- 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
By applying to our role, you are agreeing that your personal data may be used as in set out in EPAM's Privacy Notice and Policy.