Service Delivery/Incident Manager

1. Daily Queue & Incident Management

· Queue Health & Triage: Monitor the daily support queues continuously to ensure incoming tickets are quickly categorized, prioritized, and dispatched to the appropriate engineering or technical teams. Own real-time coordination across concurrent work-streams, deciding ownership and prioritizing issues.

· Incident Escalation: Act as the primary point of contact for standard and escalated live production issues, driving them to resolution before they impact the broader business. Priorities time-to-restore over process adherence when standard SLAs and urgent business impact conflict.

· Operational Updates: Provide routine, structured status updates on queue health, open tickets, and active incident resolutions to internal stakeholders and customers.

2. Service Level Agreement (SLA) & Delivery Governance

· Maintain Performance: Manage daily operations to guarantee that standard Response and Resolution SLAs are consistently met or exceeded.

· SLA/OLA Management: Formally define, track, and manage SLAs and OLAs (Operating Level Agreements) across various internal and external technical teams to ensure seamless delivery.

· Operational Reviews: Conduct regular service reviews (weekly/monthly) to track ticket trends, report on system uptime, highlight operational achievements, and address recurring backlog issues.

· Shift/Handover Coordination: Ensure smooth shift handovers and coordinate daily stand-ups to maintain continuity across support tiers.

3. Problem Management & Continuous Optimization

· Trend Analysis: Identify and analyze ticket patterns to transition repetitive daily incidents into the Problem Management lifecycle, aiming to reduce the overall support volume.

· Post-Incident Review: Coordinate post-incident reviews for business-disrupting events, documenting permanent preventative actions and updating the internal knowledge base.

· Change Coordination: Collaborate with technical teams during routine change cycles to assess risk, ensuring that scheduled maintenance, patches, and updates do not disrupt daily BAU operations.

Qualifications

Experience & Technical Skills

· Proven Track Record: 5+ years of experience in an IT Service Delivery, Technical Support Lead, or Operations role, with a strong background in managing steady-state BAU support environments.

· Framework Knowledge: Practical experience applying ITIL frameworks, with a heavy emphasis on Incident, Problem, Change, and Request Fulfilment workflows.

· Tooling: Hands-on experience with Jira Service Management (or equivalent) for dispatch and ticket routing.

Core Competencies & Soft Skills

· Process-Driven Mindset: Highly organized with a focus on standardization, documentation, and making support workflows repeatable and scalable.

· Stakeholder Management: Strong communication skills with the ability to maintain a professional, reassuring demeanor when managing client expectations or internal backlogs.

· Analytical Problem-Solving: A natural inclination to look beyond individual tickets to find root causes, optimize workflows, and clean up technical debt.

Key Performance Indicators (KPIs)

· SLA Compliance Rate: % of daily incidents and service requests responded to and resolved within agreed timelines.

· Backlog Volume & Aging: Successful minimization of the ticket backlog and reduced average age of open tickets.

Must Have