25 of 25 Escalation Management Jobs in the UK

client organisation, the acquiring business, and multiple infrastructure and platform service providers. You will be responsible for ensuring service continuity, controlled change, effective escalation management, and clear operational governance throughout the transition. Key Responsibilities: Service Governance & Operational Leadership Own day-to-day service governance across TSA and separation … activities. Establish and run operational service forums, including service reviews, escalation meetings, and service assurance sessions. Maintain oversight of service performance, risks, dependencies, and cross-tower impacts. Escalation & Risk Management Act as the primary escalation point for service issues, conflicts, and delivery risks. Maintain and manage ...

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 ...

Priority 1 incidents Coordinate internal teams and third-party vendors Provide clear communications to customers and leadership Manage resolution and post-incident reviews Escalation Management Final escalation point for complex multi-client incidents Perform root cause analysis and implement permanent fixes Prevent recurrence through corrective actions Customer … Technical Relationship Participate in service reviews and escalation calls Handle sensitive situations professionally Build trust with high-demand customers Support key customers onsite when required Advanced Troubleshooting & Continuous Improvement Diagnose complex infrastructure, cloud, networking, and identity issues Work in multi-tenant MSP environments Mentor Level 1 and Level ...

device deployments, and hypercare coordination • Coordinate delivery across infrastructure, identity, endpoint, and application migration workstreams • Maintain ownership of project delivery including project plans, RAID management, timelines, and cross-workstream dependencies • Facilitate program governance including steering committee meetings, milestone reviews, and escalation management • Manage engagement with vendors, technical … success managing high-visibility delivery programs in complex environments • • Expert-level proficiency working with Smartsheet Hands-on, expert-level proficiency with: • • Project and program management methodologies (Agile, hybrid, waterfall) • • RAID management, dependency tracking, and risk escalation • • Executive-level reporting and stakeholder communication • • Migration planning, cutover coordination ...

role pivotal to both partner retention and the commercial performance of the Wholesale division. The successful candidate will act as the trusted operational contact, escalation point, commercial enabler and voice of the partner inside Rydal. Key Responsibilities Partner Relationship & Experience • Act as the primary day-to-day operational point … pipeline and service quality. • Represent the partner's voice internally — channelling feedback into Product, Provisioning, Billing and Support to drive continuous improvement. Service Delivery & Escalation Management • Monitor live service performance against wholesale SLAs and KPIs, including provisioning lead times, porting success rates, fault resolution, network availability and billing ...

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. ...

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. Contact ...

premium IT support experience, acting as the bridge between walk-up support, scheduled appointments, and wider IT operations. This role combines people leadership, service management, and hands-on technical oversight, ensuring the Tech Bar delivers fast, professional, and consistent support aligned to corporate standards and brand values. Responsibilities: Service … Operations Own the daily operation of the TechBar, ensuring consistent coverage, smooth user flow, and adherence to published support hours. Act as the primary escalation point for complex walk-up issues, VIP requests, or service concerns. Ensure TechBar services align with the agreed service catalogue, including device support, onboarding ...

role responsible for shaping and delivering enterprise-wide IT strategy across the UK and neighbouring European markets. The position leads IT teams, application lifecycle management and landscape transformation, driving standardisation, security and high-quality service delivery aligned to business priorities. Client Details This is a permanent position within … strategy, objectives and roadmap aligned to business goals Act as senior IT business partner, owning end-to-end demand to delivery lifecycle Lead application management, support and delivery using Agile and ITIL-aligned models Drive IT landscape simplification, standardisation and regional harmonisation Ensure high availability, performance and security ...

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 … 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 ...

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 will be fully on-site in Manchester … Quality Support : Deliver exceptional support to Service Users and internal stakeholders/suppliers, ensuring timely and effective resolution of issues and queries. Ticketing System Management : Efficiently manage and utilise ticketing systems like Remedy and ServiceNow to track, manage, and resolve support tickets. Technical Troubleshooting : Leverage advanced IT knowledge, particularly ...

outstanding opportunity to join a leading Management Information System (MIS) provider for schools and MATs. The Complaints Officer is responsible for owning and managing customer complaints and escalations end-to-end, ensuring they are investigated and resolved consistently, professionally, and within defined service levels. This role acts … primary control point for escalation before issues reach senior leadership, coordinating across Support, Sales, Product, Success, Training, and other teams to investigate root causes and drive effective resolution. The role sits within the Customer Care Team and plays a critical part in protecting customer relationships, improving internal discipline ...

with a real chance of progression with the business. Key responsibilities 3rd Line Support: Perform advanced troubleshooting and provide resolutions for complex IT issues. Escalation Management: Act as the highest point of escalation in the Service Desk team to support our Level 1 and Level 2 engineers. … Incident Management: Manage and resolve high-priority incidents, ensuring minimal downtime and disruption. System Administration: Maintain and administer critical IT systems, including servers, networks, storage solutions and applications. Project Involvement: Participate in IT projects, providing technical expertise for system upgrades, deployments, migrations and client onboardings. Shift Working: Work ...

with a real chance of progression with the business. Key responsibilities 3rd Line Support: Perform advanced troubleshooting and provide resolutions for complex IT issues. Escalation Management: Act as the highest point of escalation in the Service Desk team to support our Level 1 and Level 2 engineers. … Incident Management: Manage and resolve high-priority incidents, ensuring minimal downtime and disruption. System Administration: Maintain and administer critical IT systems, including servers, networks, storage solutions and applications. Project Involvement: Participate in IT projects, providing technical expertise for system upgrades, deployments, migrations and client onboardings. Office based but normal ...

Recruitment Team to review. DUTIES Your duties as the IT Support Engineer/1st Line Technical Support Service Desk Analyst include: Incident Management: Act as the first point of contact for technical issues, triaging and resolving user problems Technical Troubleshooting: Diagnose and fix Windows 10/11, Microsoft … update and manage tickets through to resolution using PSA/RMM tools Customer Communication: Provide clear updates and maintain strong customer service throughout Escalation Management: Escalate complex issues with accurate and detailed notes System Monitoring : Respond to alerts and assist with routine maintenance tasks Documentation: Create and update ...

technical, legal teams, testing teams, etc. - Project manage complex IP-to-brand sponsorship campaigns from the conceptual phase to go live, utilizing various project management methodologies to ensure success - Constantly develop and drive new IP partnership innovations that are outside of our standard product card by engaging with brands … creative teams and management to deliver unique solutions for our strategic advertising partners - Manage ad hoc requests for new IP sponsorship concepts that can be delivered rapidly in a quickly and thoroughly manner - Manage client meetings to assess goals, objectives and requests in terms of IP partnership opportunities ...

operations across multiple regions or time zones Background in SaaS, hardware‐SaaS, devices, or platform businesses Strong operational skill set: Scheduling & workforce planning SLAs & escalation management Support metrics & reporting Comfortable balancing strategic thinking with hands‐on execution Pragmatic, builder mindset — you improve systems by using them Based ...

components, with emphasis on strong access controls and segmentation following modern principles like least-privilege/zero-trust. Deliver 3rd-line operational support and escalation management for critical production incidents, including deep diagnostics and root cause analysis. Establish and maintain network standards, best practices, and operational playbooks … enterprise switches/routers) and resilient network design patterns prioritising high throughput and low-latency delivery. Solid foundation in network security concepts and configuration management to enforce secure practices. Excellent communication skills with an ability to document and articulate complex designs, technical decisions and operational processes. Desirable Experience with ...

PrincipleHR Work model: Hybrid - 3 days onsite - Central London What you'll own: Publishing partner onboarding and ongoing support Offshore vendor oversight and escalation management Internal routing — engineering, product, legal, trust & safety SOPs, documentation and operational workflows Metrics tracking and operational improvement What you'll need: Solid … years of Partner Operations or vendor operations experience — essential Client or publisher onboarding background Programme or project management skills Tech industry background Publishing or media experience — strong advantage Organised - metrics-driven - confident communicator Screening starts this week. Don't sit on this. Apply Now with your CV or LinkedIn ...

issues and providing technical direction, and the rest focused on mentoring, process improvement, and driving service quality. You will act as the go-to escalation point for your team, ensuring tickets are handled efficiently and customer satisfaction remains consistently high. This is a role where your technical knowledge … Create a positive, collaborative environment where people can do their best work. Set clear goals and drive accountability across the team. Be the Technical Escalation Point Provide expert guidance and hands-on assistance for complex 1st Line issues. Lead root cause analysis and ensure knowledge is documented and shared. ...

operate confidently with senior stakeholders. • Strong analytical skills, able to interpret service data and turn insight into improvement actions. • Excellent communication and stakeholder management skills. • Fluent in English, both written and verbal. • ITIL certification is strongly preferred (Foundation minimum; higher levels a plus). Job Description This role … relationship with assigned customers, acting as the single point of accountability for service quality, performance and continual improvement. Operating within an ITIL-aligned service management framework, you will work closely with customers and internal teams to ensure services are delivered in line with agreed SLAs, drive continual service improvement ...

desk as a strategic supplier, ensuring high-quality, SLA-driven service delivery and outstanding customer experience. In addition, the role will own Major Incident Management, act as ServiceNow Product Owner for Europe, and provide governance and administration support to the CMDB function. An understanding of transport, logistics, or warehouse … high-street discounts, salary sacrifice company car and cycle-to-work schemes, a workplace pension, and many other benefits. Key Responsibilities Supplier & Service Desk Management Act as the primary owner of the outsourced IT Service Desk, managing the supplier as a strategic partner. Ensure consistent delivery against SLAs, KPIs ...

technical stakeholders. Strong analytical, organisational, and communication skills. ITIL Foundation (at a minimum); experience with ITIL principles, incident/problem/change management, and reporting frameworks. Resilient under pressure and adept at prioritisation. Familiarity with ITSM tooling. Eligibility for or existing SC clearance. Nice to have/bonus …/XDR solutions. Experience using PowerBI What You’ll Bring A customer-first mindset with a commitment to operational excellence. Proactive issue resolution and escalation management. Ability to translate complex technical information into concise status reporting. Drive for continuous improvement and service innovation. What This Role Gives You Competitive ...

site contact for third-party ICT suppliers, overseeing support delivery, troubleshooting, and infrastructure changes. * Review, approve, and oversee technical changes including VLAN configurations, switch management, and Wi-Fi deployments in line with CAB processes and estate standards. * Participate in Change Advisory Board (CAB) activities, ensuring all changes align with … optimisation opportunities, providing recommendations for continuous improvement. * Deputise for the ICT Service Delivery Manager when required, ensuring continuity of operations, supplier coordination, and escalation management. * Provide guidance to stakeholders on ICT policies, procedures, and best practices. Requirements Strong working knowledge of converged network environments, including VLANs, switching ...

best technology, manage assets and refresh systems. With 24/7 national operations, we keep things running smoothly, while operating comprehensive network or service management repair and maintenance to keep everything running operationally. Want to come and be a part of it? Were hiring a Performance Manager to join … your team, keep services running smoothly, respond swiftly to incidents, and ensure we consistently meet our service commitments. Youll also act as a key escalation point and work closely with colleagues to drive continuous improvements in how we operate. What will you be doing? Youll lead and inspire ...