12 of 12 Escalation Management Jobs in the UK excluding London

Service Delivery and Performance Manager An excellent opportunity for an experienced operational leader to oversee service delivery, performance management, and quality assurance across multiple funded programmes within a domestic energy advice service. If youve also worked in the following roles, wed also like to hear from you: Operations Manager … continuous improvement. The Service Delivery and Performance Manager will play a key role in performance reporting, quality assurance, and stakeholder engagement, acting as an escalation point and ensuring strong outcomes for service users and funders alike. APPLY TODAY Ready to make your next career move? Apply ...

required to join a team that leads the response to high priority customer escalations/incidents. The team operates globally, ensuring consistent, high quality management of business critical incidents for strategic enterprise customers. The role ensures rapid resolution, maintains executive level communication, and contributes to continuous improvement … global critical situations process. This position requires excellence in communication, stakeholder management, and cross team coordination. Candidates must be citizens of the UK, USA, Canada, Australia, or New Zealand and must be based in the UK. Key Responsibilities Critical Situation Ownership Lead and manage critical customer escalations, ensuring adherence ...

service standards and driving continuous improvement. Key Responsibilities Day-to-day leadership of a managed service and engineering team Ownership of incident, problem, and escalation management Engagement with key customer stakeholders and third-party suppliers Management of SLAs, KPIs, and customer satisfaction reporting Coordination and oversight … releases across test, reference, and production environments Driving service improvement, configuration management, and asset management Supporting commercial activities and identifying opportunities for service growth Essential Skills & Experience Demonstrable experience delivering managed services within the public sector Strong stakeholder engagement and relationship management skills Solid understanding of ITSM ...

What you'll be doing As an IT Service Delivery Manager , reporting into a Senior Service Delivery Manager, you will support the Service Delivery Management function by ensuring IT services are reliable, well-governed, and aligned to business needs. You will manage key IT services and strategic vendors, lead … service design and transition activities, and build strong relationships with operational departments. You will also contribute to incident, problem, and change management processes, while driving service improvements and identifying cost-saving opportunities across your assigned business areas. Responsibilities Manage IT services for assigned business areas and vendors in line ...

strong analytical skills Must be proficient with analyzing log files and standard debugging concept Familiarity with tools & practices of the trade such as incident management, knowledgebase, defect & escalation management Excellent communication skills (verbal and written) Code debugging Code debugging and troubleshooting Network and Operating System debugging skills ...

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 ...

desk operation, based onsite in Bedford with regular travel to our London office. This role is primarily operational, focused on the day-to-day management, performance and delivery of IT support services across 1st-3rd line. You will be responsible for leading a team of 15 engineers, ensuring service … align service delivery with customer expectations and business objectives. Key Responsibilities Full ownership of daily service desk operations within an MSP environment Direct line management, mentoring and development of 15 service desk engineers (1st-3rd line) Oversight of ticket queues, prioritisation, escalations and workload distribution Management of incident ...

markets. Your responsibilities - Define and maintain operational frameworks, SLAs, and governance mechanisms to ensure delivery quality across all markets - Manage operations, resource planning, and escalation management to maintain consistency and reliability - Lead collaboration across Ops, Tech & Data, and Sales teams to drive seamless execution and problem resolution - Develop … capabilities of OpCo operations teams through coaching, training, and standardized tools Your skills, experience and qualifications - 7+ years of experience in media operations, campaign management, or service delivery within high-growth, multi-market organizations - Demonstrated success in leading teams through process optimization, workflow automation, and delivery standardization - Strong understanding ...

across applications, infrastructure, and data integrations, including quality gates and compliance standards. Lead and mentor client-side test teams, providing clear direction, oversight, and escalation management across projects and releases. Oversee all testing activities including planning, execution, defect management, reporting, test environments, and test data preparation. Drive … stakeholders to align testing approaches and provide clear progress and risk reporting. Skills you'll bring: At least 3 years in a Test Management position Demonstrable experience managing testing across complex IT landscapes Strong knowledge of both functional and non-functional testing Familiarity with automated testing tools and frameworks ...

. Configure and manage APIs, web services, and middleware for seamless data exchange. Lead complex integrations such as CMDB reconciliation, auto-ticketing, and identity management . Own technical delivery across multiple projects , ensuring governance and quality standards. Conduct risk assessments , manage dependencies, and implement mitigation strategies. Balance customization vs. … delivery planning, timelines, and resource allocation . Drive Agile execution models (Scrum, iterative releases) for BMC Helix implementations. Provide status reporting, stakeholder communication, and escalation management . Validate solution performance through E2E testing, UAT, and go-live readiness . Implement monitoring and health checks for CMDB and ITSM ...

settings. Network Assistance: Provide clear, step-by-step guidance for configuring IP addressing, DNS, DHCP, and wireless networks to ensure optimal performance and security. Escalation Management: Recognise complex or persistent issues requiring advanced investigation and escalate appropriately to senior engineers, network teams, or field technicians. Customer Communication: Communicate ...

services align with defined Service Level Agreements (SLAs) while driving continuous service improvements. You will act as the primary point of contact and initial escalation for your customers. This requires a unique blend of empathy, technical understanding, and the ability to lead a conversation toward a positive resolution. … agreed standards. Customer Advocacy: Act as the "voice of the customer" internally, working closely with technical departments to drive through service improvements and innovations. Escalation Management: Serve as the first point of contact for customer queries or concerns, resolving issues with a focus on long-term relationship health. ...