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Service Incident Manager Jobs in Delaware (NOW HIRING)

Capano Management

Property Manager

Wilmington, DE

$60K/yr

Servicing the day to day needs of the residents. When needed, recruiting/employing of staff members ... Should an incident occur on the property (fire, flood, etc.), the Property Manager will fill out an ...

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All JobsService Incident JobsService Incident Manager JobsService Incident Manager Jobs in Delaware

Service Incident Manager information

See Delaware salary details

$36.5K

$163.5K

$193.7K

How much do service incident manager jobs pay per year?

As of Aug 2, 2026, the average yearly pay for service incident manager in Delaware is $163,545.00, according to ZipRecruiter salary data. Most workers in this role earn between $129,100.00 and $193,200.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Service Incident Manager, and why are they important?

To thrive as a Service Incident Manager, you need strong analytical skills, IT service management knowledge, and typically a background in computer science or information technology. Familiarity with ITIL frameworks, incident management tools like ServiceNow, and relevant certifications such as ITIL Foundation are commonly required. Exceptional communication, problem-solving, and leadership skills help coordinate teams and manage high-pressure situations effectively. These competencies are crucial for minimizing service disruptions, ensuring rapid resolution of incidents, and maintaining high service quality standards.

How does a Service Incident Manager typically collaborate with technical and non-technical teams during major incidents?

A Service Incident Manager acts as a central point of coordination during major incidents, facilitating communication between technical teams such as IT support, network engineers, and developers, as well as non-technical stakeholders like customer service and management. They ensure that everyone is kept informed of incident status, next steps, and resolution timelines. This role requires translating complex technical details into clear updates for non-technical audiences, while also driving technical teams to swiftly diagnose and resolve issues. Effective collaboration and clear communication are key to minimizing downtime and maintaining customer trust.

What is a Service Incident Manager?

A Service Incident Manager is responsible for overseeing and coordinating the response to IT service incidents within an organization. Their primary goal is to restore normal service operations as quickly as possible and minimize the impact on business activities. They lead incident response teams, communicate with stakeholders, and ensure that incidents are properly documented and resolved according to established procedures. Additionally, Service Incident Managers often analyze incident trends to help prevent future issues and improve service reliability.

What is the difference between Service Incident Manager vs Service Desk Analyst?

AspectService Incident ManagerService Desk Analyst
ResponsibilitiesOversees incident resolution processes, manages major incidents, coordinates teams to restore services quicklyHandles user requests, logs incidents, provides first-level support, and resolves common issues
Required SkillsIncident management, communication, problem-solving, ITIL knowledgeCustomer service, troubleshooting, communication, basic technical skills
Work EnvironmentTypically in IT service management teams, coordinating across departmentsFrontline support in help desks or service centers
CertificationsITIL Foundation, incident management certifications often preferredITIL Foundation helpful but not mandatory

The Service Incident Manager focuses on managing and resolving major incidents and coordinating teams, while the Service Desk Analyst handles initial user requests and routine issues. Both roles require ITIL knowledge, but the Incident Manager has a broader scope in incident resolution and crisis management.

What are popular job titles related to Service Incident Manager jobs in Delaware? For Service Incident Manager jobs in Delaware, the most frequently searched job titles are:
What job categories do people searching Service Incident Manager jobs in Delaware look for? The top searched job categories for Service Incident Manager jobs in Delaware are:
What cities in Delaware are hiring for Service Incident Manager jobs? Cities in Delaware with the most Service Incident Manager job openings:
Service Incident Manager jobs near you

SAP Service Delivery Manager

Tata Consultancy Service Limited

Wilmington, DE • On-site

$130K - $180K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 4 days ago

Job description

Must Have Technical/Functional Skills
• Strong knowledge of SAP functional processes across core modules and end-to-end business process flows.
• Proven experience in SAP support operations, managed services, incident management, service request management, problem management, change and release management.
• Good understanding of ITIL-based service management practices, SLA/KPI tracking, service reporting, and operational governance.
• Experience managing global delivery teams, cross-functional SAP teams, vendors, and client stakeholders across onsite/offshore models.
• Ability to drive stakeholder engagement, governance reviews, service performance discussions, and executive-level updates.
• Strong capability to identify process improvement, automation, optimization, and service quality enhancement opportunities.
• Excellent communication, customer management, escalation handling, and problem-solving skills.
Roles & Responsibilities
• Own and manage end-to-end SAP service delivery operations, ensuring services are delivered as per agreed SLAs, KPIs, and contractual commitments.
• Lead SAP support operations across functional and technical workstreams, including incident, problem, change, service request, and enhancement management.
• Drive regular governance reviews, operational status meetings, service review forums, and performance reporting with business and IT stakeholders.
• Coordinate cross-functional SAP teams, vendors, and partner resources to ensure timely resolution of issues and seamless delivery of support services.
• Act as the primary escalation point for critical production issues, business disruptions, service risks, and customer concerns.
• Monitor ticket queues, backlog, delivery metrics, resource capacity, and service trends to ensure timely closure and continuous service improvement.
• Identify and implement process improvement, automation, standardization, and optimization opportunities to improve productivity and service quality.
• Maintain strong client relationships, manage expectations, and ensure high customer satisfaction through proactive communication and delivery excellence.
• Ensure adherence to support processes, documentation standards, knowledge management, audit requirements, and quality assurance practices.
Generic Managerial Skills, If any
• Strong leadership and people management skills with experience managing global, distributed teams.
• Excellent stakeholder management, vendor coordination, governance, and executive communication skills.
• Ability to drive accountability, collaboration, operational discipline, and continuous improvement across teams.
Base Salary Range : $130,000 to $180,000 Per Annum
TCS Employee Benefits Summary:
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

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