1 to 25 of 38 Escalation Management Jobs in England

operational stability and long-term growth. The leader will act as the senior face of delivery on the ground in the UK, providing governance, escalation management, and strategic input. This includes resetting client expectations from a traditional service-provider model to a proactive, partner-led relationship. Key Responsibilities … 1. Account Leadership & Relationship Management Serve as the primary delivery leader for clients, managing end-to-end delivery, customer relationships, and account growth. Build strong, trusted relationships with senior client stakeholders across technology and business functions. Partner with clients to provide strategic direction, technology roadmaps, and proactive guidance rather ...

over 40 countries around the world, enabling us to deliver a unique global perspective across four market-leading business divisions – Global Advisory, Wealth Management, Asset Management and Five Arrows. As a family-controlled business built on relationships, we place a huge emphasis on our people and finding … ensure we and our clients benefit from the value of difference. Overview of RoleResponsibilities In collaboration with the IT outsourcer: Support the ongoing management of Microsoft 365 collaboration, messaging and unified communications services across Rothschild & Co sites globally. Provide senior-level operational support and technical input across Exchange ...

genuine impact on both customer experience and business performance. Responsibilities Lead, coach and develop service and support teams. Manage incidents, service requests and problem management activities against agreed service levels. Monitor service performance using KPIs, metrics and management information. Take ownership of major incidents and escalations through … Champion a customer-focused culture across the team. Requirements Proven experience in a Service Delivery Manager, Operations Manager or similar leadership role. Strong people management and coaching experience. Excellent incident and escalation management skills. Experience managing performance through KPIs, SLAs and operational reporting. Strong stakeholder management ...

line support for critical business applications used across the organisation. The role focuses on ensuring the effective delivery of incident, request, problem and service management processes across a portfolio of applications including: ServiceNowMicrosoft Dynamics 365 Project OperationsMicrosoft Dynamics 365 Field ServiceMicrosoft Dynamics 365 Customer Engagement (CE)Microsoft Dynamics … Desk Manager will act as the operational leader for the team, ensuring high levels of customer satisfaction, strong service performance against SLA targets, effective escalation management, and continuous improvement of support processes. The role serves as the key interface between Service Desk teams, end users, third-line resolver ...

Legal Services organisation. This role will oversee multiple interconnected projects and workstreams, ensuring that business objectives are achieved through effective planning, governance, stakeholder management, and execution. The role focuses on coordinating transformation initiatives that include change management, workflow optimisation, technology implementations, systems integrations, product release management, and organizational change activities. The Portfolio Manager will work closely with Legal Services, Product Management, Engineering, Operations, and Internal and External Business Stakeholders while providing leadership and support to Project Managers responsible for delivering individual projects. This position plays a critical role in ensuring programmes are delivered ...

performance metrics, operational trends, and customer insights to the Global Support Director.Implement and maintain support policies, procedures, and tools to uphold service quality.Customer Experience & Escalation Management:Act as the primary escalation point for EMEA support issues, ensuring swift resolution and corrective actions.Champion a white-glove approach … Proven experience leading technical support teams and meeting SLA targets.Strong background in IT infrastructure: networks, security, databases, web servers, Windows OS.Demonstrated success in performance management and team development.Skilled in managing escalations and building relationships with blue-chip clients.Proficient in data analytics and reporting tools (e.g. Power BI, Tableau).Familiarity ...

from initiation through to go-live and transition into business-as-usual support. The successful candidate will be responsible for project governance, planning, financial management, stakeholder engagement and delivery quality, ensuring projects are delivered in line with agreed timelines, budgets and business objectives. The ideal candidate will have experience … delivering SAP SuccessFactors implementations, alongside broader SAP Project Management experience and a strong understanding of SAP implementation methodologies, cloud solutions, HR business processes and business transformation. They will be comfortable leading multidisciplinary teams, managing complex stakeholder relationships and balancing customer outcomes with commercial performance. Duties/Responsibilities: Take overall ...

diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout … business stakeholders and the technical teams who build and operate the platforms. You will lead with both breadth - spanning platform operations, financial and vendor management, security and compliance, workflow design, and business partnership - and depth, setting the technical direction and standards the wider platform ecosystem is built on. ...

role in leading and developing a high-performing team, ensuring operational excellence and exceptional service delivery. This position requires strong stakeholder engagement and relationship management skills, the ability to motivate and guide team members, and a proven track record in performance management. The role involves setting clear expectations, monitoring … information to support decision-making. They must thrive under pressure, demonstrate excellent problem-solving abilities, and apply ITIL best practices to enhance IT service management and delivery. Collaboration and clear communication across teams are essential to success in this role. This role is fully on-site in Manchester. ...

second-line support across telephone, live chat, service desk, Genius Bar and desk-side channels. You will own incidents through to resolution or effective escalation, support hardware break fix activity, and contribute to IT projects that drive adoption and continuous improvement. You will also help colleagues build confidence with … improve user experience. Incident Ownership: Diagnose and resolve common IT, device, software, access and connectivity issues; take full ownership through resolution or effective escalation. Escalation Management: Partner with offshore 2nd line and broader 3rd line teams to escalate underlying or complex issues, ensuring timely, high-quality outcomes. Platform ...

UK. This role combines strategic ownership with a deliberately hands-on operating model, requiring the leader to remain directly engaged in service delivery, technical escalation management, project execution, and stakeholder support. The Director is responsible for ensuring a high-quality user experience, advancing operational excellence, driving regional alignment … technologies Provide hands-on leadership in the diagnosis and resolution of telephony, connectivity, and collaboration issues affecting business operations Serve as the senior technical escalation point for the region, providing direction, decision-making, and direct intervention on complex incidents and service issues Drive disciplined incident and problem management ...

scorecards, dashboards, and measurable outcomes focused on reliability, SLA performance, resolution times, site health, user satisfaction, and recurring issue reduction. Act as the senior escalation point for critical site IT incidents, cross-regional service risks, and major operational issues, ensuring effective coordination, root cause analysis, and preventive actions. Ensure … enterprise IT initiatives, including cloud transformation, S/4HANA readiness, cybersecurity uplift, workplace modernization, infrastructure programs, and digital employee experience improvements. Ensure effective lifecycle management of site technology assets, including infrastructure, end-user devices, local services, and site technology refresh programs. Drive adoption of standard IT capabilities, tools, policies ...

Senior Manager, Professional ServicesLocation: Solihull, West Midlands (Hybrid)Who We AreAt SOTI, we are committed to delivering best in class mobile and IoT device management solutions. We are looking for out of the box thinkers that appreciate the art of creating great software. To us, being visionary is more … team leadershipLead and develop 4 teams of Professional Services, regional delivery organization, aligning the team behind shared objectives, priorities, and outcomes. Own hiring, performance management, calibration, coaching, and career development across the teams. Plan team capacity and build succession depth to support regional growth. Service delivery and governanceOversee delivery ...

Duties & Responsibilities First-Contact Resolution: Act as the first point of call for all incoming client queries via telephone, email, and ticketing portals. Ticket Management: Triaging, logging, diagnosing, and accurately documenting issues inside the MSP ticketing system (Halo). Microsoft Administration: Handling core user lifecycle tasks including user creation … queues to ensure all client requests meet target response and resolution times. Maintaining a high level of customer service when responding to support issues. Escalation of more complex calls to the relevant support team member (as documented in the Escalation Management workflow). Installation, configuration and deployment ...

designing and documenting cutting-edge infrastructure. What You’ll Do Inspire & Support the Team: Collaborate with the Service Desk Manager to guide the Incident Management Team, ensuring top-notch support on a daily basis. Empower Talent: Develop training programs that boost product knowledge and keep the team … resolve operational issues, address complex queries, and deliver solutions that impress. Track & Report: Monitor SLAs, produce insightful reports, and highlight opportunities for improvement to management and service owners. Own the Big Issues: Lead critical support escalations with a problem-solving mindset and ITIL-driven strategies. Elevate Customer Experience: Drive ...

traceability.- Build and deploy automation frameworks to eliminate manual tasks, accelerate service delivery, and enhance regional operational scale.- Oversee ITSM ticket lifecycles and disciplined escalation management, ensuring strict SLA adherence, effective prioritization, and timely stakeholder updates.- Provide day-to-day team leadership and quality oversight while acting … organisational skills with the ability to manage multiple tasks and projects simultaneously- Excellent written and spoken English skills- Subject matter expert within Infrastructure management including networking (LAN/WAN, wired and wireless including routing, SDWAN, VPN), scripting and automation, monitoring, comms rooms, AV environments, and broader workplace technology operations ...

customer satisfaction, uptime, response-time, and service-level metrics.Improve mean time to repair and reduce avoidable customer downtime.Oversee installations, preventative maintenance, break/fix, escalation, and case-management processes.Ensure customers successfully adopt ONI applications and workflows and receive appropriate applications support.Identify customers at risk and coordinate cross-functional … within scientific instrumentation or a related technical market.Demonstrated people leadership and experience managing distributed technical teams.Experience managing service economics, renewals, and customer experience.Strong operational, escalation-management, and cross-functional leadership skills.Ability to build scalable processes in a growing installed-base environment.At ONI, we understand that a fulfilling career ...

gross profit performance.Lead service reviews, maintain project trackers and registers, provide accurate reporting and manage escalations where required.Establish and manage customer-facing change management processes, chair Change Advisory Boards and coordinate with asset, configuration management and technical publications teams.Job Requirements:Current DV clearance and the ability to work … within a highly regulated defence and security environment.Experience in service delivery management, IT service management or a similar customer-facing operational role.Strong understanding of incident, request, problem, change and configuration management processes.Experience using ITSM tools to record, monitor and report on service performance.Knowledge of service contract management ...

team and across the business as a whole. Lead cross functional collaboration to get big ideas implemented. - Anticipate bottlenecks, assess risks, mitigate issues, provide escalation management, anticipate and make trade-offs- Have strong communication and written skills and experience working across diverse stakeholder groups- Represent Amazon when meeting … recognizing that our advertising customers are likely Amazon customersBasic qualifications- Experience as a manager with a track record of success- Experience in engineering teams management in a fast-paced operations environment- Experience managing IT environments on behalf of customersPreferred qualification - Bachelor's degree in Engineering, Computer Science ...

team. This role is located in London. In this role, you'll make an impact in the following ways: Strengthen incident, problem, change, and escalation management processes to reduce repeat issues, control gaps, and operational risk while improving platform stability. Drive initiatives through to completion with strong ownership … application support supporting mission-critical platforms across multiple regions, including follow-the-sun models. Proven track record of leading incident, problem, and change management with measurable improvements in stability and service recovery. Demonstrated automation-first and AI-enabled mindset, with experience driving tooling, observability, and process automation. Strong ownership ...

escalations Provide guidance and mentoring to team members as required Deliver training sessions and support knowledge development within the team Take ownership of escalation management , ensuring timely and effective resolution Operate within a flat team structure , covering both first-line and advanced support responsibilities Balance operational support delivery ...

complex issues and escalationsProvide guidance and mentoring to team members as requiredDeliver training sessions and support knowledge development within the teamTake ownership of escalation management, ensuring timely and effective resolutionOperate within a flat team structure, covering both first-line and advanced support responsibilitiesBalance operational support delivery with strategic ...

primary voice of the POD in the daily Triage Standup and weekly Remediation Sync, reporting on POD health, milestone status, and blockersMake escalation decisions within the engagement; surface risks before they become criticalGo-Live & HandoffCoordinate handoff documentation and structured transition of the stabilized account to BAU delivery teams …/SI partner interviews as part of quarterly health assessments and support account scoring against the assessment rubricQualifications:Required8+ years in delivery/program management or consulting, with direct experience running at-risk or remediation engagementsStrong stakeholder and escalation management skills; comfort working directly with SI partners ...

Hardware Troubleshooting Environments Any experience with the following would be particularly beneficial: Troubleshooting & Diagnostics, Zendesk, Salesforce or similar CRM platforms, Hardware or software support, Escalation management,Consumer technology products, Audio, gaming, electronics or technology sectors You'll be: Customer-focused with excellent communication skills Naturally curious and analytical ...

settings. Network Assistance: Provide clear, step-by-step guidance for configuring IP addressing, DNS, DHCP, and wireless networks to ensure optimal performance and security. Escalation Management: Recognise complex or persistent issues requiring advanced investigation and escalate appropriately to senior engineers, network teams, or field technicians. Customer Communication: Communicate ...