ITSM Service Delivery Manager (Incident, Request & Queue Management)

Eservecloud Soutions Private Limited · India

Job Description: ITSM Service Delivery Manager (Incident, Request & Queue Management)

Client: Marken Department: IT Service Management (ITSM) Reports To: IT Service Delivery Head / Operations Manager Employment Type: Full-Time

Job Summary

We are looking for a detail-oriented and proactive ITSM Service Delivery Manager to own end-to-end queue management across Incident, Request, Problem, and Change processes. The ideal candidate will ensure tickets are triaged, assigned, and resolved within SLA, drive continuous improvement using ITIL best practices, and directly contribute to improving overall service delivery performance for Marken.

Key Responsibilities

Queue & Ticket Management

• Monitor and manage incident, service request, and problem queues across all priority levels in real time.
• Ensure timely triage, categorization, prioritization, and assignment of tickets to the correct resolver groups.
• Prevent SLA breaches through proactive queue monitoring, escalation, and re-prioritization.
• Identify and clear ticket backlogs; ensure no ticket is left unassigned or unattended (aging tickets).

Incident & Request Management (ITIL)

• Own the end-to-end Incident Management lifecycle — logging, categorization, prioritization, diagnosis, escalation, resolution, and closure.
• Manage Service Request fulfillment in line with agreed catalog timelines.
• Drive Major Incident Management, including war-room coordination, stakeholder communication, and post-incident reviews (RCA/PIR).
• Coordinate with Problem Management to identify recurring incidents and drive permanent fixes.

SLA & Performance Management

• Track and report SLA/OLA compliance (response time, resolution time, first-call resolution, backlog aging).
• Define and monitor KPIs/metrics to improve delivery performance and customer satisfaction (CSAT).
• Publish daily/weekly/monthly dashboards and reports to leadership and client stakeholders.

Process Improvement

• Apply ITIL best practices to continuously optimize incident, request, problem, and change processes.
• Identify automation opportunities (auto-categorization, auto-assignment, self-service, chatbots) to reduce manual effort and improve turnaround time.
• Conduct root cause analysis for repeated SLA breaches and implement corrective/preventive actions.

Stakeholder & Team Management

• Act as the primary point of contact between technical resolver teams and business/client stakeholders.
• Coordinate with cross-functional teams (L1/L2/L3 support, infrastructure, applications, vendors) to ensure smooth ticket flow.
• Conduct regular reviews with resolver groups on queue health, aging tickets, and SLA performance.
• Mentor and guide service desk/support staff on ITSM best practices.

Governance & Reporting

• Ensure compliance with ITSM policies, audit requirements, and documentation standards.
• Prepare and present periodic service delivery reports/reviews (weekly, monthly, quarterly) to client and internal leadership.
• Support Change Management by assessing impact of changes on incident/request queues.

Required Skills & Competencies

• Strong hands-on experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Ivanti, Jira Service Management, or similar).
• Solid understanding of ITIL framework — Incident, Request, Problem, and Change Management processes.
• Strong analytical skills with the ability to interpret SLA/KPI data and drive improvement actions.
• Excellent communication and stakeholder management skills.
• Ability to work under pressure, multitask, and manage high-volume ticket queues.
• Strong ownership mindset with a focus on continuous improvement and delivery excellence.
• Proficiency in MS Excel/reporting tools/dashboards (Power BI knowledge is a plus).

Qualifications & Experience

• Bachelor's degree in IT, Computer Science, or related field.
• 4–8 years of experience in IT Service Management / Service Desk Operations, with at least 2 years in a queue/incident management or team lead role.
• ITIL Foundation certification is mandatory ; ITIL Intermediate/Practitioner certification preferred.
• Experience working in a client-facing / managed services environment is highly desirable.

Key Performance Indicators (KPIs)

Metric

Target Focus

SLA Compliance (Response & Resolution)

Improve/maintain ≥95%

Backlog / Aging Tickets

Minimize unassigned & aged tickets

First Call/Contact Resolution

Increase FCR rate

Customer Satisfaction (CSAT)

Maintain/improve score

Major Incident MTTR

Reduce mean time to resolve

Ticket Reopen Rate

Reduce recurring issues

Why Join Us

An opportunity to own and shape ITSM delivery for a key client account, drive measurable process improvements, and grow into broader Service Delivery / ITSM leadership roles.

Note: This JD was expanded from a brief client requirement ("Managing queues and ensuring incidents, requests etc get dealt with") into a full role definition covering ITIL-aligned responsibilities, skills, and KPIs to support improved delivery outcomes. Seniority level (e.g., Executive/Team Lead/Manager), specific ITSM tool, and shift requirements can be adjusted based on Marken's exact expectations.