ITSM Service Delivery Manager; Incident, Request & Queue Management

Position: ITSM Service Delivery Manager (Incident, Request & Queue Management)
Location: Vasanthanagar

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., Service Now, 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…