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 explicit 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 opt

📌 Itsm Service Delivery Manager (Yelahanka)
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