8 of 8 Escalation Management Jobs in the South East

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 ...

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 ...

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 ...

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 ...

WeChat: teamchinapf AND pfteamchina Ref 23521 The Skills You'll Need: Mandarin and English fluent. Solid helpdesk support, user account administration, IT assets management, meeting support, vendor coordination, and IT operations monitoring. Your New Salary: Competitive Depending on experience Fully office based Start: ASAP Permanent Reports to: Deputy Head … configuration, phone and network connection, software installation, system access provisioning, etc. Manage service desk mailbox, and assign tickets (both hotline and mailbox), responsible for escalation management, including identifying complex issue and escalating to specialized teams such as infrastructure team, security team and application team, as well as head ...

party suppliers deliver services in line with agreed SLAs, KPIs, and contractual obligations.This role provides a single point of accountability for service performance, supplier management, and operational governance.The Head of Service Delivery will ensure LRG maintains control of its service environment, rather than relying on supplier-led governance structures. … delivery, not siloed tower deliverySupport implementation of:Single front door service modelUnified ticketing and service catalogueAlign services across multiple business units and suppliersRisk, Issue & Escalation ManagementOwn and manage service-related risks and issuesLead major incident and escalation governanceEnsure root cause identification and preventative actionsStakeholder EngagementBuild strong relationships with ...