1 to 2 of 2 Permanent Escalation Management Jobs in the West Midlands

gaps within the team, providing technical mentorship, and ensuring that ServiceNow tickets are efficiently managed. The Team Lead will also serve as a key escalation point and assist in the day to day running of the team. Primary Responsibilities Shift Leadership: Manage and support shift leaders to ensure that … Development: Create and update technical policies and operational procedures, focusing on improvements in cloud operations, secure data backups, and disaster recovery processes. ServiceNow Queue Management: Manage ServiceNow technical queues, ensuring incidents, cases, and requests are handled within SLA requirements. Client Escalations: Handle client escalations, resolving complex issues related to … Oversee and ensure the secure backup and recovery of client data, with an emphasis on encrypted backup solutions, disaster recovery, and compliance. Incident and Escalation Management: Handle incident and escalation management, ensuring a swift resolution to issues, with a particular focus on cloud environments like Azure more »

contractual obligations and client expectations. Key Responsibilities: Build and maintain strong relationships with clients at the Executive level. Collaborate with internal teams, including Account Management, to enhance client relationships. Act as a primary contact for service escalations and provide support during critical incidents. Lead Quarterly Business Reviews, aligning our … equipment. Drive account growth by aligning the clients IT strategy with our solutions, involving relevant Sales Specialists or Solution Architects as needed. Present service management offerings during bids and renewals and provide commercial advice. Maintain up-to-date knowledge of our products, services, and the role of the Senior … SDM. Key Requirements: Current or previous experience in a Service Management role, ideally within the Managed Service Provider industry. Proven experience aligning service delivery with contracts and revenue targets. Expertise in leading Quarterly Strategic Reviews with senior client contacts, highlighting service performance and identifying IT roadmap opportunities. Strong knowledge more »