1 to 9 of 9 Permanent Escalation Management Jobs in England

Key Responsibilities: The SIAM Lead – is accountable for Service Integration & Management Tower along with Governance for the management of Service Providers performance against the contracted and agreed service levels. Must understand the overall setup of IT Services and roles played by various Service Providers Must understand the Supplier … relationships with the Service Providers Understand business drivers, customer strategy and act as a face of the customer to the Service Providers Handle Dispute Management & Escalation Management to ensure smooth Operations Identify potential risks proactively and highlight with Customer & Service Providers for timely mitigation Ensure performance reports … OLAs and underpinning contracts; ensure regular monitoring of SLAs & intervention if SLAs are endangered Convenes the board with representatives of relevant processes, services, operations management and the customer Reviews and agree current performance levels and trends Ensure Process Compliance, Adherence & Maintenance of Service Management Process & Tools Govern the more »

organisation and the leader for this program must be able to build on the momentum. This role will lead the Infrastructure team through the management of their Cloud Infrastructure Initiatives Portfolio. This includes managing current initiatives as well as defining the vision for our program execution. This is a … multiple projects impacting a growing global organisation. This role requires excellent communication and organizational skills and the ability to identify and eliminate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance business needs versus technical constraints. Maturity, curiosity, creative problem-solving, and team leadership are all essential … to success in this role. Key Responsibilities Program Management: Oversee large, complex cross-functional initiatives through the project life cycle Work closely with initiative sponsors and stakeholders to understand the functional strategy, define scope and deliverables, and ensure funding and staffing are planned and available to meet program delivery more »

Your focus will be on proactive engagement, support, and advocacy, with the ultimate goal of driving customer satisfaction, retention, and growth. Responsibilities: Customer Relationship Management: Develop and maintain strong, trust-based relationships with key stakeholders within customer organizations. Onboarding and Adoption: Lead the onboarding process for new customers, ensuring … or additional sales. Customer Success Planning: Develop and execute tailored success plans for each customer, outlining key milestones, objectives, and strategies for achieving success. Escalation Management: Serve as the point of contact for resolving escalated customer issues, working closely with internal teams to ensure timely resolution. Continuous Improvement … meetings with key customer stakeholders Qualifications: Bachelor’s degree or equivalent experience. Proven experience in a customer-facing role, preferably in customer success, account management, or sales. Strong communication, interpersonal, and negotiation skills, with the ability to build rapport and trust with diverse stakeholders. Excellent problem-solving and analytical more »

of support to the account team structure. You should have a telecom background, with previous experience working with large multinational companies in a service management type role. What are you expected to be doing Commercial minded, develop and maintain a positive, productive long term working relationships with the customer … Conduct Service Reviews by meeting with customers to review services performance and operational services issues Work in close collaboration with sales and account management to position PCCW Global strongly for business retention, contract renewal and service extension Ensure full compliance of agreed solutions and services to meet customer needs … agreed SLAs in order to deliver exceptional service and acknowledged customer value; focus on beating the target Serve as a reliable, accessible and effective escalation point for the customer on any critical operational issue -including after-hours support via mobile if required Lead the Continual Process Improvement process with more »

will manage rotas and one to one sessions with the service desk team. Monitor performance with continuous improvement in mind and be involved in escalation management and major incident management. What you'll need to succeed To be considered for this role, you will need to have experience … ITIL best practice and ideally hold an ITIL certificate. You will need excellent communication skills and familiarity with service desk tools and incident response management systems. What you'll get in return In return, you will work for a global brand who offer excellent internal development and career progression. more »

prefer candidates with demonstrated experience of at least 5 years in IT and strong technical background. The ideal candidate should possess: Excellent customer relationship management and communication skills, with the ability to create a positive client experience. Strong leadership skills, with a proven ability to manage and support a … team with high standards, using metrics to drive team performance. Experience with service level agreement (SLA) management, incident management, problem-solving, and technical escalation management. Strong technical background including proficiency with delivering and managing IT systems, network, security, and end-user computing device management. Knowledge & experience of … cloud solutions including Azure and 365. An ability to prioritise and manage time effectively utilizing ITIL best practice methodology. Experience in project management and in delivering projects within budget and to deadlines. Preferably qualified to 2nd line minimum or equivalent industry certification such as ITIL, Microsoft, or Cisco. Bachelor more »

troubleshooting procedures and providing step-by-step instructions. When necessary, visit customer sites to assess and resolve complex issues that cannot be resolved remotely. Escalation management: Collaborate with internal teams, including engineering and development, to escalate and prioritise critical customer issues. Communicate progress, updates, and resolutions to customers … internal teams for product enhancement and improvement. Collaborate with the product development team to share customer pain points, suggestions, and feature requests. Customer relationship management: Build and maintain strong relationships with customers, understanding their needs and expectations. Provide personalised support and serve as a trusted advisor, ensuring customer satisfaction … with sensors, actuators, control systems, and related technologies. Excellent problem-solving and analytical abilities to diagnose and resolve technical issues. Strong documentation and knowledge management skills to create and maintain support materials. Willingness to travel to customer sites for on-site support, as required. Desirable: HNC or higher, in more »

actions, publish regular reports to business sector leads with KPI metrics and analysis. Maximise automation of systems to improve response times and resolution completion. Escalation Management: Manage and resolve escalated customer issues, ensuring timely and satisfactory resolutions in line with SLAs. Collaborate with other departments to address systemic … on the latest technologies. Ideal Candidate: Proven experience in a technical support role, with a focus on B2B customer support. Strong leadership and team management skills, with a track record of developing high-performing teams. Excellent problem-solving and decision-making abilities. Exceptional interpersonal and communication skills. Familiarity with more »

and innovative solutions to our customers Managing the Tier 2 & Tier 3 security analysts and influencing a high- performance team and culture Incident queue management Oversight of incidents, changes and challenges Resource allocation Escalation management - managing all the issues that come in for prioritisation Team support – be … Masters in Cyber Security, Information Technology, Computer Science or relevant experience CISSP, CEH, OSCP, GCIH or applicable security field Incident, change and problem process management experience Experience in SIEM (Splunk, Sentinel), IPS and SOAR tools a plus Experience with investigating and managing major/complex cyber security incidents end more »