1 to 25 of 36 Escalation Management Jobs in the UK

spans significant portfolio breadth, delivery governance and mobilisation, capacity and project workforce alignment, commercial performance against forecast/budget, revenue recognition, risk containment and escalation management. It requires real-time visibility across the health of the agency's entire delivery portfolio and the authority, judgement and presence … scale the business demands now and the greater scale it is moving towards. Empowering and working with the senior leaders within the Project Management capability to deliver maximum impact for their portfolios, clients and team. The Delivery Director provides leadership and intervention where delivery performance, client confidence and commercial ...

spans significant portfolio breadth, delivery governance and mobilisation, capacity and project workforce alignment, commercial performance against forecast/budget, revenue recognition, risk containment and escalation management. It requires real-time visibility across the health of the agency's entire delivery portfolio and the authority, judgement and presence … scale the business demands now and the greater scale it is moving towards. Empowering and working with the senior leaders within the Project Management capability to deliver maximum impact for their portfolios, clients and team. The Delivery Director provides leadership and intervention where delivery performance, client confidence and commercial ...

reliable, and scalable infrastructure that fuels the digital world.**Position Description**The ISP (Inside Plant), ILA & Facilities Senior Manager is responsible for the operational management, governance and optimisation of Zayo Europe's Technical Facilities, In-Line Amplifier (ILA) sites and corporate facilities across Europe.The role ensures that physical infrastructure … Assurance, Procurement and Finance, the role drives supplier performance, operational efficiency and continuous improvement across the estate.**Key Responsibilities****Technical Facilities, ISP & ILA Estate Management*** Own the operational management of all ISP and ILA locations across Europe.* Ensure site availability, resilience and compliance with operational standards.* Manage preventative ...

leading the formation and orchestration of the post-sale strategy and execution for our largest and most strategic clients. What you’ll do: Delivery Management: Orchestrate the successful end-to-end technical and operational delivery of the BetterUp platform to our clients. Ensure that the business needs and requirements …/milestones against said requirements. Contribute to the strategic planning of delivery processes and innovations that enhance client outcomes and operational efficiency. Client Relationship Management: Establish and maintain strong relationships with clients post-sale - inclusive of executive, operating and technical program leadership. Act as the primary point of contact ...

Greetings from Response Informatics!! We are currently hiring a Customer Escalation & SLA Manager for an exciting client engagement. Role: Customer Escalation & SLA Manager Location: Edinburgh, UK(Hybrid) Position: FTC Duration: 3 to 12 Months Languages : English with French, German, or Spanish. (Any 1 language in addition to English … Overview We are seeking a proactive and detail-oriented Customer Escalation & SLA Manager to oversee the management of customer escalations, monitor support ticket queues, and ensure adherence to service level agreements (SLAs). This role is critical in maintaining high levels of customer satisfaction, driving timely resolution ...

between technical support teams, delivery teams, and client stakeholders. The Service Manager will play a pivotal role in maintaining operational excellence, leading major incident management activities, driving service improvements, and ensuring a seamless transition of new services into production. Key Responsibilities Service Operations & Incident Management Own and drive … incident and problem management activities across the Service Group. Monitor service performance, application availability, and operational stability in production environments. Lead the resolution of Priority 1 (P1) and Priority 2 (P2) incidents, coordinating technical teams to restore services within SLA targets. Actively participate in and lead major incident bridge ...

effective operation, continuous improvement and resilience of the Bank's security operations capability, covering Security Operations Centre monitoring and response, Identity and Access Management services, security analysis, operational security controls and supplier-delivered security services. The Head of Security Operations is a senior leadership role within the Group Information … supported where appropriate by third-party managed security service providers. The team provides 24x7 or extended-hours security monitoring and response, identity and access management operations, vulnerability and threat analysis, security tooling administration, control assurance support, reporting, and operational support. Your responsibilities will include... Security Operations Leadership & Strategy Leading ...

will combine strong technical capability with excellent leadership skills, helping drive operational excellence, continuous improvement, and exceptional partner experiences. Key Responsibilities: Team Leadership & People Management Lead, coach and develop IT Specialist Engineers and Maintenance Engineers. Conduct regular one-to-ones, probation reviews and performance discussions. Support recruitment, onboarding … team members. Create personal development plans and technical growth pathways for engineers. Promote accountability, ownership and a positive team culture. Specialist Queue Management Oversee all 2nd Line, 3rd Line and Maintenance ticket queues. Ensure tickets are prioritised correctly and worked within agreed SLAs. Manage workload distribution based on skillset ...

work closely with Sales, Delivery, Support, suppliers and customers, validating solution feasibility, managing design change, supporting service transition and acting as a senior technical escalation point. APPLY TODAY Ready to make your next career move? Apply Now for our Recruitment Team to review. DUTIES Your duties … approval of Low-Level Design and as-built documentation Service Handover: Lead Delivery-to-Support handovers to ensure operational readiness and service acceptance Technical Escalation: Act as a senior escalation point, liaising with customers, suppliers and internal technical teams Continuous Improvement: Drive standardisation, best practice and repeatable design ...

Delivery Manager Overview We are seeking an experienced Service Delivery Manager to lead the delivery of a growing managed services function focused on platform management, security, telemetry, and observability solutions. This is a strategic, hands-on leadership role responsible for ensuring high-quality service delivery across multiple customer accounts … performance to identify trends, risks, and opportunities for improvement. Ensure consistent, high-quality service delivery across the customer portfolio. Act as the primary escalation point for service delivery issues, coordinating resolution and communicating effectively with stakeholders. Team Leadership Lead, mentor, and develop a team of technical engineers through regular ...

operational risks are effectively managed. Given the nature of the services supporting national infrastructure, the role demands strong leadership in service governance, incident management, cyber resilience, business continuity, stakeholder engagement, and regulatory compliance. Key Responsibilities Service Delivery Leadership Own end-to-end service delivery for critical business and operational … services. Ensure contractual service levels, KPIs, and operational commitments are consistently achieved. Lead multi-disciplinary delivery teams across operations, engineering, service management, security, infrastructure, and applications. Customer & Stakeholder Management Act as the primary service management contact for senior customer stakeholders. Build trusted relationships with customer leadership, operational ...

push boundaries to deliver extraordinary impact and make KKI a brilliant place to work. Job Purpose You will be accountable for the successful management and delivery of all Kyowa Kirin group IT services to Orchard. In addition, you will act as the Head of IT for Orchard Therapeutics, ensuring … model Act as the primary point of contact between Kyowa Kirin and Orchard for all Kyowa Kirin IT services, accountable for SLA compliance, service management and escalation management Develop and deliver a long-term IT strategy and roadmap for Orchard Therapeutics in alignment with Kyowa Kirin group ...

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 ...

Manager strengthens Harvey’s post-sale presence by partnering closely with Customer Success Managers and internal teams to deliver exceptional technical support, proactive incident management, and clear, credible customer communications. This role is ideal for someone who thrives in high-stakes environments, enjoys deep problem-solving, and takes pride … Friday to Tuesday schedule, with weekend coverage included as part of the standard five-day workweek. What You'll Do Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution. Triage, investigate, and resolve urgent customer issues with ...

develop a team of Program Managers, each owning defined operational programs across the Global Services portfolio.Set clear expectations for execution quality, reporting standards, escalation practices, and cross-functional ways of working.Ensure consistent application of standard processes, playbooks, and governance practices across the team’s programs.Provide coaching and direction … maintain the CS operational playbook library, ensuring content is current, role-appropriate, and widely adopted.Standardize how CS teams execute core activities including account reviews, escalation management, service reporting, and onboarding—while allowing controlled regional variation where needed.Partner with CS leaders to identify process pain points and convert them ...

incident resolution, change implementation and scheduled maintenance across secure, mission critical environments - Implement approved technical changes on behalf of end customers, following strict change management and compliance processes - Identify and deliver platform improvements, including automation to reduce manual effort and human error - Proactively monitor the environment to detect … address issues before they impact service - Support the Technical Lead with escalation management, risk tracking and active oversight of the environment - Contribute to stakeholder management, service reporting and review meetings with the service delivery function and customer teams - Produce clear, accurate documentation to ITIL4 standards - Collaborate with ...

HeadofProjectManagement|Glasgow|SeniorLeadership AbouttheRole We'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 and partnering closely with … 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. KeyResponsibilities Define, own and continuously improve project management standards, methodologies ...

environment Oversee day-to-day Service Desk operations (incidents & service requests) Ensure delivery against SLAs, KPIs, and customer satisfaction targets Act as escalation point for major incidents and operational issues Manage rota planning to maintain continuous support coverage Drive improvements such as first-time fix and shift-left initiatives … Monitor and improve key metrics (SLA, FTF, ASA, CSAT) Maintain high standards in ticket quality, documentation, and knowledge management Collaborate with wider IT teams (2nd line, technical operations, service management) Support major incident processes and service improvement initiatives Promote ITIL best practice (Incident, Problem, Change, Request) Experience Required ...

cloud environments, while also providing practical input into network strategy and future direction. Responsibilities Technical Leadership (Hands-on) Act as the senior technical escalation point for network issues. Lead from the front in troubleshooting, incident resolution, and root cause analysis. Contribute directly to configuration, implementation, and support across … locations. Ensure services remain highly available and performant. Drive improvements in monitoring, alerting, and proactive issue detection. Contribute to incident, problem, and change management processes. Project Delivery Deliver network components for infrastructure and business projects. Support site rollouts, upgrades, and expansions. Work closely with other infrastructure and security teams ...

prestigious, global luxury beauty and retail brand. Based in our Fareham office (working 4 days onsite ), this role perfectly balances "hands-on" technical escalation with "hands-off" people management. You will be the driving force behind continuous service improvement, ensuring our users receive world-class technical assistance. Key Responsibilities … professional development. Service Delivery: Act as the guardian of SLAs, ensuring all incidents and requests are accurately categorised, prioritised, and resolved within target timeframes. Escalation Management: Serve as the first point of contact for technical and procedural escalations, ensuring complex issues are swiftly routed to higher-tier teams. ...

high-risk industries keep their people, worksites, and supply chains safe and compliant. As a global leader in contractor and supply chain risk management, our SaaS platform simplifies contractor onboarding, credentialing, and compliance while providing powerful analytics and insights. Beyond software, we offer expert support, training, and consulting … response practices maintain system health, availability, and performance SLAs Guide development teams in application resiliency, operability, and deployment best practices Oversee configuration, scaling, and management of Kubernetes and Kafka clusters, ensuring reliability, security, and performance Identify infrastructure risks and points of failure, propose solutions, and drive continuous improvement initiatives ...

Role: Technical Project Manager (IT Infra transformation Project Management exp) Relevant Experience: 10 to 15 years Job location: Stevenage, UK Work model: 3 days per week work from client office Key responsibilities Drive programme delivery own and drive the deliverables for the Windows 11 lab-computer upgrade across … Global R&D sites, keeping the programme on track to time, scope and quality. Stakeholder management work closely with stakeholders across sites and geographies (UK & US), aligning priorities and keeping everyone informed. Executive reporting produce and present clear executive summaries on progress, milestones, risks and decisions for senior leadership. ...

Head of Windows Engineering to lead and develop the organisation's global Microsoft infrastructure estate. Combining hands‐on technical leadership with team management, the role is responsible for driving automation, delivering infrastructure projects, setting technical standards, and leading the strategic direction of a highly available Windows platform. Ready … Provide technical leadership and mentorship to a distributed engineering team Drive automation and Infrastructure-as-Code initiatives across the estate Act as the senior escalation point for complex infrastructure issues Lead infrastructure improvement and modernisation projects Manage and optimise core Microsoft technologies including: Windows Server Microsoft 365 Active Directory ...

suppliers and delivery partners, ensuring contractual obligations, performance standards, and value for money are consistently met. • Lead supplier selection, commercial negotiation, and ongoing contract management across the change portfolio. • Establish clear governance frameworks for partner-delivered programmes, including assurance gates, escalation routes, and executive reporting. • Manage supplier relationships … accountability for the end-to-end delivery of the IT change portfolio, whether delivered internally or through third parties. • Ensure robust programme governance, risk management, and dependency oversight across all active workstreams. • Provide regular, board-ready assurance reporting on portfolio status, risks, investment, and outcomes. • Lead escalation management ...

full customer lifecycle—spotting risk and opportunity before your customers do, and supporting them to manage those risks while growing their ARR. Own customer escalation management by providing leadership during critical customer situations, aligning TrendAI teams and customer stakeholders on a clear path forward, driving resolution, and restoring … different stakeholders, present complex technical topics in a clear business context, and influence strategic decisions through concise, outcome‐focused communication. 3+ years of people‐management experience, ideally leading a Customer Success, Technical Account Management, or similar customer‐facing technical team. 5+ years of overall experience in a customer ...