25 of 25 Escalation Management Jobs in the UK excluding London

Response: Lead and coordinate incident response activities to effectively contain, eradicate, and recover from security incidents. Develop and maintain incident response plans, ensuring they align with industry best practices. Escalation management in the event of a security incident Follow major incident process Threat Intelligence: Stay abreast of the latest cybersecurity threats and vulnerabilities, integrating threat intelligence into security … improve detection capabilities. Generate detailed reports on emerging threats, attack trends, and security posture improvements. Monitored and analysed security logs from SIEM platforms to identify suspicious activity. Security Tool Management: Manage and optimise SIEM tools, ensuring they are properly configured and updated to maximize effectiveness. Own the development and implementation of SOC Use Cases Evaluate new security technologies and … recommend enhancements to the security infrastructure. Collaboration: Collaborate with cross-functional teams, including IT, legal, and management, to address security incidents and implement preventive measures. Provide expertise and guidance to other analysts. Working with the Technical Teams to ensure all new and changed services are monitored accordingly Documentation: Maintain accurate and up-to-date documentation of security procedures, incident More ❯

Response: Lead and coordinate incident response activities to effectively contain, eradicate, and recover from security incidents. Develop and maintain incident response plans, ensuring they align with industry best practices. Escalation management in the event of a security incident Follow major incident process Threat Intelligence: Stay abreast of the latest cybersecurity threats and vulnerabilities, integrating threat intelligence into security … improve detection capabilities. Generate detailed reports on emerging threats, attack trends, and security posture improvements. Monitored and analysed security logs from SIEM platforms to identify suspicious activity. Security Tool Management: Manage and optimise SIEM tools, ensuring they are properly configured and updated to maximize effectiveness. Own the development and implementation of SOC Use Cases Evaluate new security technologies and … recommend enhancements to the security infrastructure. Collaboration: Collaborate with cross-functional teams, including IT, legal, and management, to address security incidents and implement preventive measures. Provide expertise and guidance to other analysts. Working with the Technical Teams to ensure all new and changed services are monitored accordingly Documentation: Maintain accurate and up-to-date documentation of security procedures, incident More ❯

improvement and strong leadership. Key Skills - Lead and mentor a team of 1st to 3rd line engineers, fostering technical development and service excellence Own the incident, request, problem, and escalation management processes, ensuring SLAs and KPIs are met Act as the final technical escalation point for complex issues across Windows, M365, and network environments Champion ITIL-aligned … Work closely with infrastructure, networking, and cloud teams to ensure end-to-end service continuity Drive adoption of automation, standardisation, and process optimisation initiatives Support onboarding/offboarding, license management, and asset tracking Ensure compliance with company security and data handling policies Collaborate with stakeholders, department heads, and external vendors as required Technical Skills - Strong experience with Windows OS … Active Directory , Group Policy , Exchange/M365 , Intune Knowledge of basic networking concepts (DNS, DHCP, VLANs, VPNs) Familiarity with endpoint management tools (e.g., SCCM, Autopilot, RMM tools) Experience using service desk/ticketing platforms (e.g., ServiceNow, Freshservice, HaloITSM) Leadership and Management - Proven experience in managing a service desk or technical support team Strong stakeholder communication and conflict resolution More ❯

Known for exceptional imaging, reliability, and innovation, our solutions empower operators to detect threats and contraband with confidence and ease. Role Overview This position will serve as the primary escalation point for Field Service Engineers (FSEs), third-party service providers, and distributors, ensuring timely resolution of field issues. Acting as the key service liaison with Engineering, Quality, and Product … Management, the Director will lead efforts to address complex technical challenges in the field. In collaboration with Engineering, they will ensure that all products—both legacy and new—are designed and supported with robust serviceability in mind. This includes the development of preventive and corrective maintenance procedures, maintenance schedules, and compliance with Rapiscan and global regulatory health and safety … test equipment to support field operations such as installation, commissioning, upgrades, software patching, and maintenance activities. Working closely with the EVP of Global Security Service and the Security Service Management team, this individual will help define and implement global service procedures that ensure seamless operations across all regions. They will play a critical role in standardizing global processes and More ❯

Known for exceptional imaging, reliability, and innovation, our solutions empower operators to detect threats and contraband with confidence and ease. Role Overview This position will serve as the primary escalation point for Field Service Engineers (FSEs), third-party service providers, and distributors, ensuring timely resolution of field issues. Acting as the key service liaison with Engineering, Quality, and Product … Management, the Director will lead efforts to address complex technical challenges in the field. In collaboration with Engineering, they will ensure that all products—both legacy and new—are designed and supported with robust serviceability in mind. This includes the development of preventive and corrective maintenance procedures, maintenance schedules, and compliance with Rapiscan and global regulatory health and safety … test equipment to support field operations such as installation, commissioning, upgrades, software patching, and maintenance activities. Working closely with the EVP of Global Security Service and the Security Service Management team, this individual will help define and implement global service procedures that ensure seamless operations across all regions. They will play a critical role in standardizing global processes and More ❯

drive customer operational improvements via improved service training concepts, engineering change proposals (ECPs), field and technical service bulletins (FSB/TSBs). You and your team will be the escalation point for FSEs, 3rd party service providers and distributors to resolve field issues and act as the primary service interface with engineering, quality, and product management to resolve … successfully execute all field activities (installation, commissioning, upgrades, s/w patching, PM & CM activities). You will work closely with the EVP Global Security Service and Security Service Management team developing and establishing procedures governing how the business will seamlessly operate & execute in a world-wide setting. Working with the team, you will ensure that global processes and … opportunities with service sales to provide additional upgrades and greater capabilities to our clients as technology and product enhancements and features evolve. You will work closely with the service management team in responding to and addressing customer complaints. Working with the service security team, you will analyze data to determine gaps in our service offerings (or tools) which are More ❯

you will target to offer process improvements that reduces friction in product selection creation, accelerate selection addition and enrichment across marketplaces worldwide. The ideal candidate will have excellent program management, problem solving and communication skills and be comfortable interacting with technical and non-technical stakeholders at all levels. In addition, the ability to work backwards and think about the … user stories, research appropriate technical solutions, and provide guidance to the team regarding architecture, design, and priorities. - Build and maintain a complete project schedule, make it constantly visible to management and key stakeholders, and drive it through to completion. - Anticipate bottlenecks, provide escalation management, anticipate and make trade-offs, and balance the business needs versus technical constraints. … our goals. - Identify, assess, track and mitigate issues and risks at multiple levels. - Create, maintain and disseminate project information to stakeholders. BASIC QUALIFICATIONS - 5+ years of product or program management, product marketing, business development or technology experience - Experience with feature delivery and tradeoffs of a product - Experience owning/driving roadmap strategy and definition - Experience with end to end More ❯

life cycle using agile methodologies and will thrive in a fast-paced environment, solving complex problems . JOB RESPONSIBILITIES The role itself is very varied and will entail: Line management and motivation of a team of developers Performance management Escalation management Administration Scrum mastering/team leadership Help remove blockers and impediments for your team Monitor … and job responsibilities. We offer excellent benefits. Only candidates who are eligible to live and work in the UK need apply. Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets … in Toronto and traded on the S&P/TSX 60. Is This You ? About Us Gladstone is a software company, based in the UK, that provides business critical management software to the fitness and leisure market. A thought leader in this market for over 35 years, we pride ourselves on being innovative with our software to meet the More ❯

life cycle using agile methodologies and will thrive in a fast-paced environment, solving complex problems . JOB RESPONSIBILITIES The role itself is very varied and will entail: Line management and motivation of a team of developers Performance management Escalation management Administration Scrum mastering/team leadership Help remove blockers and impediments for your team Monitor … and job responsibilities. We offer excellent benefits. Only candidates who are eligible to live and work in the UK need apply. Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets … in Toronto and traded on the S&P/TSX 60. Is This You ? About Us Gladstone is a software company, based in the UK, that provides business critical management software to the fitness and leisure market. A thought leader in this market for over 35 years, we pride ourselves on being innovative with our software to meet the More ❯

They are currently seeking a permanent Service Delivery Manager to join their team. If you are interested in this opportunity, we encourage you to apply today! Responsibilities: Oversee service management Maintain client relationships Escalation Management Manage resources Continual Service Improvement Handle financial management Required Skills/Experience: ITIL certification Experience in service management Background in … working with MSPs Supplier management skills good technical understanding - LAN, WAN Cloud Etc 5+ years of Service management experience Benefits: Health insurance Annual Leave Pension Unlimited Holliday Salary: £65,000 per annum More ❯

providing technical support within a busy customer-facing environment. Your responsibilities will encompass a broad spectrum of client technology, both onsite and remotely. You will be seen as an escalation point within the Service Desk function and provide solutions and ownership to more complex tasks and undertakings Key responsibilities Technical Support Excellence: Provide senior-level technical support for end … and Mentoring: Offer technical guidance and mentorship to the wider service desk team. Foster a collaborative environment where knowledge sharing, and continuous improvement are key to our success. Device Management: Develop solutions to improve device build and management using new and existing technologies Experience in laptop build with Intune device management Escalation Management: Review and More ❯

providing technical support within a busy customer-facing environment. Your responsibilities will encompass a broad spectrum of client technology, both onsite and remotely. You will be seen as an escalation point within the Service Desk function and provide solutions and ownership to more complex tasks and undertakings. Key responsibilities Technical Support Excellence: Provide senior-level technical support for end … and Mentoring: Offer technical guidance and mentorship to the wider service desk team. Foster a collaborative environment where knowledge sharing, and continuous improvement are key to our success. Device Management: Develop solutions to improve device build and management using new and existing technologies. Experience in laptop build with Intune device management. Escalation Management: Review and mitigate More ❯

of their region. Maximising service coverage of courier deliveries and collections within the region through the successful and timely recruitment of couriers and their engagement, retention and successful change management (where needed) to ensure a stable and consistently high-quality service is delivered for our customers and clients. Accountable for the resource planning of couriers through pipeline review, advertising … courier performance to ensure the success of a seven day operation Responsible for the delivery unit estate within their region (including but not limited to the location, procurement and management of delivery units & resourcing) & management of service provision through service conversations with the delivery unit controller to ensure that Evri deliver a professional and sustainable Delivery Organisation which … the Depot General Manager, and key stakeholder across the organisation through effective communication skills resulting in high performance in the end to end parcel journey. Accountable for customer complaint escalation management and timely resolution to ensure customer satisfaction through liaising with the Customer Services Team and leadership of Community Delivery Managers. To be successful in this role you More ❯

the team whilst on shift, ensuring the effective delivery of contracted services in line with the agreed service levels and business processes. You will act as a point of escalation and take ownership of major incidents outside of normal business hours This role has line management responsibilities of 3 team members. The successful Service Desk Team Lead must … at ways to improve and streamline processes and technology to ensure we remain efficient and effective in our approach to service delivery. What you'll do: People and Performance Management Incident Process Management Major Incident Management Resource Coordination Spares Management Rosta Management Escalation Management Service Level Management Implement Continuous Improvement initiatives Ensuring … tickets are logged accurately and call queues are managed effectively Point of escalation for customers and expediting issues to the relevant teams Take ownership of major incidents out of hours and engage stakeholders through to resolution Meet SLAs and KPIs in line with contractual requirements and ensure the effective communication to stakeholders where targets are at risk of not More ❯

the team whilst on shift, ensuring the effective delivery of contracted services in line with the agreed service levels and business processes. You will act as a point of escalation and take ownership of major incidents outside of normal business hours This role has line management responsibilities of 3 team members. The successful Service Desk Team Lead must … at ways to improve and streamline processes and technology to ensure we remain efficient and effective in our approach to service delivery. What you'll do: People and Performance Management Incident Process Management Major Incident Management Resource Coordination Spares Management Rosta Management Escalation Management Service Level Management Implement Continuous Improvement initiatives Ensuring … tickets are logged accurately and call queues are managed effectively Point of escalation for customers and expediting issues to the relevant teams Take ownership of major incidents out of hours and engage stakeholders through to resolution Meet SLAs and KPIs in line with contractual requirements and ensure the effective communication to stakeholders where targets are at risk of not More ❯

experience using ServiceNow. Work closely with both IT and business users to resolve functional issues. Triage and escalate issues across cross-functional teams to ensure timely resolution. Maintain service management standards, including Incident, Problem, Change, and Capacity management. Adhere to defined SLA agreements, shift rotations, and delivery models. Collaborate with SMEs and other stakeholders to ensure a high standard … Touch screens and monitors MRTs and other endpoint technologies Endpoint hardware/software troubleshooting in a production setting. Working knowledge of ServiceNow and associated processes (Incident, Change, SLM, Knowledge Management). Familiarity with SLA-driven environments and structured escalation procedures. Strong communication and stakeholder management skills. Ability to work effectively in shift rotations and structured support teams. … Experience with cross-team coordination and escalation management. Person Specification: Prior experience in shopfloor support, ideally at Level 1.5 or Level 2. UK Citizenship is essential due to the nature of the project. BPSS clearance is advantageous. Experience working in manufacturing or production environments is preferred. Able to work under pressure and meet tight operational deadlines. If you're More ❯

new heights. With ambitious growth plans, we aim to expand our already impressive range of products. The Incident Manager plays a pivotal role in developing and maintaining robust incident management processes throughout our organisation. This position goes beyond merely implementing best practices; it encompasses taking the helm during significant incidents across various platforms and regions, championing continuous improvement through … in-depth Root Cause Analysis (RCA) and swift resolution of actions. The Role: Drawing on your previous experience in implementing incident management processes, you'll be responsible for shaping and enhancing our current framework, collaborating with stakeholders across the organisation to optimise our approach to live incident management. You will engage at multiple levels, from orchestrating the resolution of … Your mission is to empower the business to elevate its response, reaction, and resolution strategies for major incidents, leading to improvements in our software, customer experience, and communication. Incident Management Process Implementation: Create and implement a resilient incident management process to effectively tackle incidents across our various platforms. Incident Response, Resolution and Communication: Take the helm in leading More ❯

strategic functional decisions through advice, counsel or provided services. This will require persuading and influencing others through strong and comprehensive communication and diplomacy skills. Communicate progress, anticipate bottlenecks, provide escalation management, identify, assess, track and mitigate issues/risks at multiple levels. Recognize discordant views and take part in constructive dialog to resolve them. Work across teams to … Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency. Qualifications: Experience in a product development/product management environmenta Relevant experience within core java and spark Experience in systems analysis and programming of java applications Experience using big data technologies (e.g. Java Spark, hive, Hadoop) Ability to More ❯

strategy of the business and is the ‘face of the Robiquity’ to our clients and will involve the following: Owning the delivery of critical projects/programmes including project management responsibility Leading Robiquity teams using Agile delivery frameworks and methodologies Engaging directly with senior client stakeholders to ensure alignment of delivery and escalation management Forming part of … the core project management team consisting of Delivery Lead, Client Partner and Technical Lead to define the project/account strategy Commercial management including (but not limited to) defining scope of work, writing statements of work and contracts, managing the plan and financial management of the account Building a positive project environment to work in by championing … the Robiquity culture and ethos whilst applying your own personal style to people management Resolving issues and challenges with the client and Robiquity teams Managing, coaching and supporting team members to deliver high quality technical and non-technical outcomes Supporting the Client Partner to identify opportunities to extend the scope of the work and build longevity of the account More ❯

per day (inside IR35) Key Responsibilities Lead end-to-end delivery of cybersecurity projects, including remediation and risk mitigation. Manage internal and vendor resources, ensuring clear communication and escalation paths. Coordinate geographically distributed teams and collaborate with scrum masters and tower leads. Ensure delivery of business benefits by validating business cases, financials, and risk assumptions. Produce timely and accurate … project status reports and “route to green” updates. Identify and escalate project blockers, risks, and issues effectively. Facilitate workshops and ensure alignment with Arm’s change management and CAB processes. Key Requirements Proven experience delivering cybersecurity projects and managing complex, multi-stream programmes. Strong background in risk, issue, and escalation management. Solid experience using Jira for project planning More ❯

full product life cycle using agile methodologies, thriving in a fast-paced environment while solving complex problems. **Job Responsibilities:** - Manage and motivate a team of developers - Oversee performance and escalation management - Lead scrum activities and remove blockers for the team - Monitor progress and ensure task completion within deadlines - Conduct code reviews and ensure compliance with design standards - Collaborate More ❯

GCS) controls. The role acts as a primary contact for all Cybersecurity matters, requiring a broad understanding of security controls and their effective implementation in corporate environments. Strong relationship management skills across the assigned region/sub-region are essential to facilitate business adoption. As a Director within the Regional Security Office (RSO) service, you will be accountable for … to the region/sub-region and solution lines. The role necessitates effective relationships with senior leadership to support regional business goals and to operate an effective security risk management regime aligned with a security risk mitigation strategy. The trusted security lead will present to local leaders, regulators, and clients as needed. Prior regulatory management experience is required. … adoption. Oversee the colleague security culture program. Represent the region in security incident management. Manage remediation efforts, e.g., internal audit findings. Ensure cybersecurity compliance and conduct management. Cybersecurity Risk Management: Manage a cybersecurity risk committee. Track remediation of audit and compliance findings. Review cybersecurity metrics and lead remediation programs. Lead or sponsor cybersecurity initiatives. Coordinate with Data Privacy to More ❯

for all matters relating to Cyber Security and requires a broad understanding of security controls and their effective implementation within corporate environments. The role will also require good relationship management skills across the assigned region/sub-region to enable business adoption. As a Director within the Regional Security Office (RSO) service, you will be accountable for service delivery … The role will need to have effective relationships with senior leadership to support the delivery of the regional/sub-regional business goals and operate an effective security risk management regime against an agreed security risk mitigation strategy. As the trusted security lead, the role will present to local leaders, regulators, and clients as needed. Prior experience of regulatory … management is required. This is a highly visible role within Aon to be able to embed effective security controls at scale within the firm. We are looking for you to bring new ideas and a commitment toward continual learning. You will stay actively engaged with business leaders, IT executives, and external clients. The role requires gravitas and an ability More ❯

direct the delivery of Customer focused projects, ensuring high levels of customer satisfaction. Oversee all project activities across all functional areas in terms of tactical decisions, day-to-day management, planning, senior escalations and reporting. Provide full transparency with up to date project status. Act as SPOC with regard to project/programme management with all key stakeholders. … Lead all planning, execution, reporting, sign-off and related escalation management. Gain stakeholder confidence by demonstrating personal abilities in leading and directing projects. Identify and manage risks/opportunities by proactive identification/implementation of appropriate control/improvement measures. Your experience will include: Project Management qualification (equivalent Prince 2 Practitioner or PMP). Experience of interfacing milestone More ❯

interpreting complex technical documentation, utilising internal knowledge bases, vendor specifications, and external resources for informed decision-making, troubleshooting, and maintaining comprehensive audit trails in Jira. Excel in Service Desk & Escalation Management: Learn to prioritise and manage IT tickets effectively within Jira, communicate realistic timelines to stakeholders, and strategically escalate complex issues to ensure timely resolution and high levels More ❯