Back to SearchService Delivery Manager (SDM)
Hybrid in Azerbaijan
Service Delivery Management& 7 others
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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