Service Delivery Manager (SDM)

We are seeking a Service Delivery Manager to ensure continuous operational support of the Business Portal, meet P1–P4 response and resolution targets, manage major incidents end-to-end and maintain disciplined SLA governance between IDDA L1 operations and the EPAM L2/L3 support organization.

Responsibilities

• Operate and continuously improve the three-tier support model across IDDA L1, EPAM L2 and L3 levels
• Build and maintain the 24×7 on-call rotation of DevOps engineers for P1 incidents including duty schedules, handover procedures and escalation contacts
• Monitor SLA targets for P1 through P4 response and resolution times as well as restore and permanent-fix targets
• Validate incoming tickets against minimum content requirements and return non-compliant submissions to IDDA L1
• Assign an incident lead and establish a war room within 1 hour of a P1 incident
• Run the communication cadence with status updates every 60 minutes for P1 and every 4 support hours for P2 until service restoration
• Ensure timely Root Cause Analysis delivery and verify RCA quality including timeline, root cause and corrective and preventive actions
• Manage security incident notifications within required timeframes for each priority level
• Apply the stop-the-clock mechanism to document blockers and issue written notifications
• Classify issues under Non-Defect Conditions and route out-of-scope items to Change Management
• Track deemed acceptance and maintain correct scope boundaries across Staging and Production environments including Hypercare period management
• Produce SLA reports, maintain RAID artifacts and own the escalation path between operational teams and senior management

Requirements

• 5+ years of experience in service delivery or support management including 24×7 operations and on-call models
• Knowledge of ITIL v4 practices including Incident, Problem and Change Management
• Experience with SLA-governed contracts and ability to accurately document client-side delays in a timely manner
• Technical background sufficient for triage-level understanding of Kubernetes, Kafka and PostgreSQL
• Familiarity with Keycloak and Camunda
• Native proficiency in Azerbaijani and English proficiency at B2 level or higher for SLA reporting, incident communication and written correspondence with the contractor

Nice to have

• ITIL v4 certification
• Competency in Russian for day-to-day team coordination
• Background in government-sector or enterprise environments with formal escalation governance