Job Summary
Job Description: Incident and Service Request Manager Role Summary The Incident & Service Request Manager is responsible for governing and optimizing Incident Management and Service Request Management processes across the organization. The role ensures efficient restoration of services, timely fulfillment of user requests, adherence to SLAs, process compliance and continuous service improvement while driving operational excellence across support teams. Key Responsibilities Incident Management • Own and govern the end-to-end Incident Management process. • Ensure incidents are appropriately logged, categorized, prioritized, assigned and resolved within agreed SLAs. • Monitor incident queues, backlog, ageing and escalation compliance. • Act as the functional escalation point for unresolved or business-critical incidents. • Drive service restoration activities and coordinate with resolver groups and vendors. Service Request Management • Manage the lifecycle of service requests from submission through fulfillment and closure. • Define and maintain service catalog standards, workflows and approval mechanisms. • Monitor request fulfillment performance, SLA compliance and customer satisfaction. • Identify automation opportunities to improve request fulfillment efficiency. • Collaborate with service owners to streamline request processes and reduce turnaround times. Required Skills & Experience • 6–8 years of experience in IT Service Management, Service Operations and IT Support Governance. • Hands on experience with ServiceNow ITSM. • Strong expertise in Incident Management and Service Request Management processes. • Good understanding of Problem, Change, Knowledge and Major Incident Management. • Experience managing operational SLAs, OLAs, KPIs and governance forums. • Excellent communication, facilitation and stakeholder management skills. Preferred Qualifications • ITIL v3 / ITIL 4 Certification • ServiceNow Incident and Request Management modules • Knowledge of workflow automation and service catalog management • Experience with dashboarding and operational analytics
Key Responsibilities
Job Description: Incident and Service Request Manager Role Summary The Incident & Service Request Manager is responsible for governing and optimizing Incident Management and Service Request Management processes across the organization. The role ensures efficient restoration of services, timely fulfillment of user requests, adherence to SLAs, process compliance and continuous service improvement while driving operational excellence across support teams. Key Responsibilities Incident Management • Own and govern the end-to-end Incident Management process. • Ensure incidents are appropriately logged, categorized, prioritized, assigned and resolved within agreed SLAs. • Monitor incident queues, backlog, ageing and escalation compliance. • Act as the functional escalation point for unresolved or business-critical incidents. • Drive service restoration activities and coordinate with resolver groups and vendors. Service Request Management • Manage the lifecycle of service requests from submission through fulfillment and closure. • Define and maintain service catalog standards, workflows and approval mechanisms. • Monitor request fulfillment performance, SLA compliance and customer satisfaction. • Identify automation opportunities to improve request fulfillment efficiency. • Collaborate with service owners to streamline request processes and reduce turnaround times. Required Skills & Experience • 6–8 years of experience in IT Service Management, Service Operations and IT Support Governance. • Hands on experience with ServiceNow ITSM. • Strong expertise in Incident Management and Service Request Management processes. • Good understanding of Problem, Change, Knowledge and Major Incident Management. • Experience managing operational SLAs, OLAs, KPIs and governance forums. • Excellent communication, facilitation and stakeholder management skills. Preferred Qualifications • ITIL v3 / ITIL 4 Certification • ServiceNow Incident and Request Management modules • Knowledge of workflow automation and service catalog management • Experience with dashboarding and operational analytics
Skill Requirements
Job Description: Incident and Service Request Manager Role Summary The Incident & Service Request Manager is responsible for governing and optimizing Incident Management and Service Request Management processes across the organization. The role ensures efficient restoration of services, timely fulfillment of user requests, adherence to SLAs, process compliance and continuous service improvement while driving operational excellence across support teams. Key Responsibilities Incident Management • Own and govern the end-to-end Incident Management process. • Ensure incidents are appropriately logged, categorized, prioritized, assigned and resolved within agreed SLAs. • Monitor incident queues, backlog, ageing and escalation compliance. • Act as the functional escalation point for unresolved or business-critical incidents. • Drive service restoration activities and coordinate with resolver groups and vendors. Service Request Management • Manage the lifecycle of service requests from submission through fulfillment and closure. • Define and maintain service catalog standards, workflows and approval mechanisms. • Monitor request fulfillment performance, SLA compliance and customer satisfaction. • Identify automation opportunities to improve request fulfillment efficiency. • Collaborate with service owners to streamline request processes and reduce turnaround times. Required Skills & Experience • 6–8 years of experience in IT Service Management, Service Operations and IT Support Governance. • Hands on experience with ServiceNow ITSM. • Strong expertise in Incident Management and Service Request Management processes. • Good understanding of Problem, Change, Knowledge and Major Incident Management. • Experience managing operational SLAs, OLAs, KPIs and governance forums. • Excellent communication, facilitation and stakeholder management skills. Preferred Qualifications • ITIL v3 / ITIL 4 Certification • ServiceNow Incident and Request Management modules • Knowledge of workflow automation and service catalog management • Experience with dashboarding and operational analytics
Other Requirements
2. Relevant Certifications In Service Desk Management Or Incident Management Are Optional But Valuable