6 of 6 Escalation Management Jobs in Scotland

responsible for delivering a high-performing, ITIL-aligned Service Desk capability, providing the central Single Point of Contact (SPOC) for end users across Incident Management, Service Request Fulfilment, workplace support, and user experience. You will lead the Service Desk Operations function, driving operational excellence, governance, service maturity, and continual … role is to transform the Service Desk from a reactive support function into a proactive Managed Services capability through process improvement, automation, knowledge management, shift-left initiatives, and data-driven operational insight. Working closely with Service Delivery Management, Technical Operations, Service Management functions, resolver teams, and customers ...

continuous enhancement of IT services across the organisation. This role is responsible for ensuring high levels of service quality through effective service delivery management, performance monitoring, incident and escalation management, supplier governance, and stakeholder engagement. Working closely with both business and IT teams, you will drive service … transition of new and changed services into live operation, and ensuring services continue to meet evolving business needs and expectations. Responsibilities IT Service Delivery Management and Service Improvement. Service performance monitoring and reporting. Major incident and escalation management. Supplier governance and service review activities. Stakeholder management across ...

join our growing Enterprise Applications Practice.As a trusted advisor to our customers, you will be responsible for ensuring the successful delivery and ongoing management of Oracle Cloud services. You will act as the customer's advocate within Version 1, driving service excellence, operational performance, customer satisfaction, and business growth.This … with customer stakeholders, becoming a trusted partner for Oracle Cloud service delivery and optimisation.Lead regular Service Review Meetings, presenting service performance, SLA achievements, risk management activities, and improvement initiatives.Manage customer escalations, major incidents, service risks, and business-critical issues through to successful resolution.Drive Continual Service Improvement (CSI) initiatives, identifying ...

strategy and architecture standards for the Power Platform practice, ensuring solutions are consistent, scalable and enterprise-grade across all client engagements.Act as the senior escalation point and trusted advisor for key clients, including financial services accounts, on complex or high-risk delivery decisions.Lead the design and architecture … Studio and AI-powered workflows across client engagements, staying ahead of the practice on capability and best practice.Own delivery governance, including ALM strategy, environment management and deployment standards, across the wider team.Lead pre-sales activity for Power Platform engagements, including solution scoping, technical proposals and client pitches.Represent the Power ...

This is a role for someone who can lead confidently at executive level, bringing together delivery discipline, technical credibility, commercial awareness and strong relationship management to create lasting client value. You will lead complex programmes and account delivery across major enterprise clients, working closely with senior client stakeholders, account … deliver measurable business value across complex client engagements. Proven end-to-end delivery accountability, including mobilisation, planning, staffing, execution, governance, financial control, RAID management, executive reporting, quality assurance and delivery recovery. Experience leading large, multidisciplinary and distributed teams across multiple workstreams, including Engineering Leads, Architects, Delivery Managers, Product specialists ...

Head of Project Management | Glasgow | Senior LeadershipAbout the RoleWe're partnering with a fast-growing creative and digital studio to find a Head of Project Management to lead and shape their PM discipline. This is a senior leadership position, acting as the subject matter expert for project management … senior client success leadership to drive strategic change and outstanding client outcomes.Beyond team leadership, you'll own the department's commercial performance — ensuring project management is not just robust, but a genuine driver of profitability and growth.Key ResponsibilitiesDefine, own and continuously improve project management standards, methodologies and best ...