1 to 11 of 11 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 »

User Management Analyst 6-12 months Milton Keynes - x5 days onsite £200 per day inside IR35 Job Purpose Reporting to the User Management Manager, this role is responsible for completing all assigned user access service requests raised by UK internal customers, Retailer network for both SAP and bespoke … systems in line with corporate and regulatory requirements. The role will also be responsible for the processing and coordinating timely responses to UK management, channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping customers appraised of progress. The ability to ensure that expectations are … initiatives into live operations. The individual will be required to work cross functionally with other areas of IT and business departments to ensure cohesive management of service requests and incidents, so reducing overall business impact. Responsibilities Manage and fulfill User Access requests within agreed Service Level Agreements (SLAs) ensuring more »

agreed timeframes, utilising technical expertise. Incident History Maintenance: Maintain detailed records of actions taken during incident resolution, particularly when 1st Line Support is responsible. Escalation Management: Assign unresolved incidents to appropriate groups (2nd or 3rd Line Support) within agreed timelines. Incident Tracking: Monitor and manage service desk incidents … until closure, keeping affected users informed of progress. Service Level Adherence: Ensure that tickets meet or exceed service level agreements (SLAs). Ticket Escalation: Escalate complex or critical incidents to management when necessary. User Verification: Inform and verify ticket resolution with users, ensuring their satisfaction. Resolution Focus: Strive … As the central point of contact, youll need to communicate effectively with end-users, understanding their issues and providing clear instructions or updates. Incident Management: Proficient in recording and documenting incidents accurately. Prioritise and diagnose issues promptly. Technical Expertise: Investigate and resolve incidents within agreed timeframes, leveraging your technical 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 »

experienced professional to lead and implement IT projects, ensuring optimal communication, resource allocation, and customer satisfaction throughout the project life cycle. Key Responsibilities: * Project Management & Delivery: Oversee the entire life cycle of IT projects, ensuring they meet quality assurance standards and exceed customer expectations. Implement best practices for project … throughout the project cycle to ensure ultimate customer satisfaction. * Process Adherence: Ensure adherence to full project processes and suggest improvements for optimised delivery. * Budget Management: Manage project budgets effectively. * Resource Allocation: Coordinate with local leaders to allocate resources efficiently, understanding Work In Progress (WIP) across the region. * Escalation Management: Handle project escalations efficiently through to resolution. * Team Development: Facilitate career development of project engineers. * Scope Management: Prepare project scopes of work, including out-of-scope items, and ensure completion of User Acceptance Tests (UATs). * Scope Expansion: Identify and manage out-of-scope works during 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 »

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 »

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 »

role will be varied the day to day of the role will include: Collecting data and making reports for clients Service Improvement Plans Client Escalation Management Preparing materials for presentations Training Your full role and responsibilities will be set out by your employer. ASK4 will provide you with … delivered through ASK4's dedicated training provider, Realise. Realise is an established training provider that’s enjoying an exciting period of growth following a management buyout and rebrand in late 2020. Your aspirations will be recognised and we will do our best to help you achieve your personal goals more »