10 Permanent Escalation Management Jobs in the UK excluding London

Job DescriptionKey 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 ProvidersMust understand the Supplier SOWs … and collaborative relationships with the Service ProvidersUnderstand business drivers, customer strategy and act as a face of the customer to the Service ProvidersHandle Dispute Management & Escalation Management to ensure smooth OperationsIdentify potential risks proactively and highlight with Customer & Service Providers for timely mitigationEnsure performance reports are published … SLAs, OLAs and underpinning contracts; ensure regular monitoring of SLAs & intervention if SLAs are endangeredConvenes the board with representatives of relevant processes, services, operations management and the customerReviews and agree current performance levels and trendsEnsure Process Compliance, Adherence Maintenance of Service Management Process ToolsGovern the Continual Service Improvement more »

European orders and to manage country prioritisation at Europe and Country level – in line with production supply availability. This role requires Executive and Senior Management Communication skills to provide Executive Reporting on Orders, Inventory, Lead Times, Logistics. The target objective for the person in this role is to provide … pre-order information and order backlog status in support of country customer sales programmes. Order Execution and Production Supply Management: The primary goal of these activities is to maximise orders, supply and shipping to secure best results performance for country quarterly revenue.Working amongst a small operational team to facilitate … order and parts process flow from opportunity management to delivery. Escalation management for supply of parts to customer orders, interlock with planning and country sales teams to support the achievement of TGCS Europe revenues. Includes working with a cross-location team and 3rd party production supply. Workplace more »

team of 10 Service Desk Engineers across 3 sites in the UK supporting close to 1,000 users. This role will be split between management (75%) and hands-on support (25%). The IT Service Desk Manager will play a crucial role in maintaining high levels of customer satisfaction … managing service delivery, and driving continuous improvement initiatives within the service desk function. Main Responsibilities: Management Lead, mentor, and manage a team of 10 service desk engineers, providing guidance, support, and coaching to ensure high performance and professional development. Oversee the day-to-day operations of the service desk … including ticket management, prioritisation, and resolution of IT support requests and incidents. Develop and implement service desk policies, procedures, and best practices to optimize service delivery and ensure adherence to ITIL processes. Coordinate with other IT teams and departments to escalate and resolve complex technical issues and ensure timely more »

this role, you'll ensure that IT initiatives are seamlessly onboarded, ultimately delivering measurable benefits in cost, time, and productivity. Key Responsibilities: Team Leadership & Escalation Management: Mentor and lead the IT BP team, balancing project workloads while providing escalation support for business requests. Programme Plan & Resource Tracking … Integrate Business Partner inputs into the Business Systems team's programme plan and resource tracker. Reporting & KPI Management: Ensure accurate Business Partner reporting to directorates and the Business Systems Manager, aligning with established KPIs. Stakeholder Engagement: Serve as the primary contact between business functions and IT support teams. Conduct … points. Operational Needs Analysis: Evaluate and document IT and operational requirements, collaborating with analysts to understand data flows and system integration points. System Portfolio Management: Ensure the systems portfolio is well-documented, understood, and aligns with business ownership and IT interfaces. Strategic Alignment: Develop and gain agreement on applications more »

targets and prioritise critical requests as appropriate Identify efficiencies by combining planned and reactive work at the same sites. Ordering of spares Site access management/appointment booking. Be prepared to reprioritise work at short notice to meet critical requests. Adherence to all policies and procedures Heirachical and functional … escalation management Contribute towards the Service Request catalogue to ensure its fit for purpose Provide guidance to end users where processes are not being followed Highlighting issues in relation to the scheduling tool to ensure its up to date for effective tasking Support the disaster recovery process Service … Request Analyst - Key requirements: Excellent organisational skills Excellent verbal and written communication skills Effective Time Management Proficient in Microsoft office applications SC, NPPV3 & parliament security clearances, or the ability to obtain them. ITIL V4 foundation certification Resource Management Working knowledge of Remedy ITSM suite or similar ITSM application 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 »

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 »

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. •Ensuring our systems are up to date with client information.•Deal with client feedback to ensure it is … be 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. Personal Qualities Accountability Resourceful Integrity Collaborative Prospects Your aspirations will be recognised and we will do our best 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 »

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 »