Service Delivery & Incident Manager (BAU Support)

Key Responsibilities

1. Daily Queue & Incident Management

• Queue Health & Triage: Monitor the daily support queues continuously to ensure incoming tickets are quickly categorised, prioritised, and dispatched to the appropriate engineering or technical teams. Own real-time coordination across concurrent work-streams, deciding ownership and prioritising 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. Prioritise 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

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