25 of 25 Escalation Management Jobs in the UK excluding London

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 ...

genuine impact on both customer experience and business performance. Responsibilities Lead, coach and develop service and support teams. Manage incidents, service requests and problem management activities against agreed service levels. Monitor service performance using KPIs, metrics and management information. Take ownership of major incidents and escalations through … Champion a customer-focused culture across the team. Requirements Proven experience in a Service Delivery Manager, Operations Manager or similar leadership role. Strong people management and coaching experience. Excellent incident and escalation management skills. Experience managing performance through KPIs, SLAs and operational reporting. Strong stakeholder management ...

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 ...

line support for critical business applications used across the organisation. The role focuses on ensuring the effective delivery of incident, request, problem and service management processes across a portfolio of applications including: ServiceNowMicrosoft Dynamics 365 Project OperationsMicrosoft Dynamics 365 Field ServiceMicrosoft Dynamics 365 Customer Engagement (CE)Microsoft Dynamics … Desk Manager will act as the operational leader for the team, ensuring high levels of customer satisfaction, strong service performance against SLA targets, effective escalation management, and continuous improvement of support processes. The role serves as the key interface between Service Desk teams, end users, third-line resolver ...

Legal Services organisation. This role will oversee multiple interconnected projects and workstreams, ensuring that business objectives are achieved through effective planning, governance, stakeholder management, and execution. The role focuses on coordinating transformation initiatives that include change management, workflow optimisation, technology implementations, systems integrations, product release management, and organizational change activities. The Portfolio Manager will work closely with Legal Services, Product Management, Engineering, Operations, and Internal and External Business Stakeholders while providing leadership and support to Project Managers responsible for delivering individual projects. This position plays a critical role in ensuring programmes are delivered ...

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. ...

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 ...

Senior Manager, Professional ServicesLocation: Solihull, West Midlands (Hybrid)Who We AreAt SOTI, we are committed to delivering best in class mobile and IoT device management solutions. We are looking for out of the box thinkers that appreciate the art of creating great software. To us, being visionary is more … team leadershipLead and develop 4 teams of Professional Services, regional delivery organization, aligning the team behind shared objectives, priorities, and outcomes. Own hiring, performance management, calibration, coaching, and career development across the teams. Plan team capacity and build succession depth to support regional growth. Service delivery and governanceOversee delivery ...

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 ...

+ a range of benefits to support your finances, wellbeing and family.Working Pattern: Permanent | Full Time | Flexible First options availableThe roleService Management within Transmission Digital is a fast-paced environment. This role supports reliable IT and Operational Technology (OT) services across SSEN Transmission through reporting, governance, stakeholder engagement … escalation management, while helping improve service processes alongside project and programme activity.You willManage customer incidents and requests through resolution, using trend and root-cause analysis to prevent recurrence.Analyse and report on IT/OT services for the Service Delivery function.Produce tailored service reports and communications for customer review ...

+ a range of benefits to support your finances, wellbeing and family.Working Pattern: Permanent | Full Time | Flexible First options availableThe roleService Management within Transmission Digital is a fast-paced environment. This role supports reliable IT and Operational Technology (OT) services across SSEN Transmission through reporting, governance, stakeholder engagement … escalation management, while helping improve service processes alongside project and programme activity.You willManage customer incidents and requests through resolution, using trend and root-cause analysis to prevent recurrence.Analyse and report on IT/OT services for the Service Delivery function.Produce tailored service reports and communications for customer review ...

+ a range of benefits to support your finances, wellbeing and family.Working Pattern: Permanent | Full Time | Flexible First options availableThe roleService Management within Transmission Digital is a fast-paced environment. This role supports reliable IT and Operational Technology (OT) services across SSEN Transmission through reporting, governance, stakeholder engagement … escalation management, while helping improve service processes alongside project and programme activity.You willManage customer incidents and requests through resolution, using trend and root-cause analysis to prevent recurrence.Analyse and report on IT/OT services for the Service Delivery function.Produce tailored service reports and communications for customer review ...

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 ...

+ a range of benefits to support your finances, wellbeing and family. Working Pattern: Permanent | Full Time | Flexible First options availableThe roleService Management within Transmission Digital is a fast-paced environment. This role supports reliable IT and Operational Technology (OT) services across SSEN Transmission through reporting, governance, stakeholder engagement … escalation management, while helping improve service processes alongside project and programme activity. You willManage customer incidents and requests through resolution, using trend and root-cause analysis to prevent recurrence. Analyse and report on IT/OT services for the Service Delivery function. Produce tailored service reports and communications ...

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 ...

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 ...

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 ...

environment Troubleshooting, root-cause analysis and problem-solving Creation of service documentation, workflows and technical training Product deployment, configuration, installation or upgrade support Customer escalation management and cross-functional collaboration Desirable Skills Experience within medical devices, regulated technology or another safety-critical environment Experience supporting cloud-based products ...

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 ...

modifications Troubleshoots network(s), infrastructure, or application issues, identifies root cause, establishes return to service, evaluates/develops/implements/documents mitigation strategies Escalation management. Initiate escalation (Bridge Call) and work with multiple specialist team to resolve a Problem. Support RCA Identifies and proactively seeks opportunities … attention to detail Must be a team player Good oral and written communication skills Tenacity to master both technical and relational aspects of project management Tenacity, to see projects through from start to finish Positive, self-motivated individual who can complete tasks independently Ability to work directly with other ...

working with: UK Sovereign SOC Security Analyst (Level 2) Role Description The SOC Analyst (L2) plays a critical role in the detection, investigation, and management of security alerts and incidents escalated from SOC Analyst (L1) teams. The position focuses on in‐depth analysis, incident validation, tactical response coordination … continuous improvement of security monitoring and response capabilities. Operating within a 24/7 Security Operations Centre, the L2 Analyst serves as a technical escalation point for junior analysts, working closely with internal IT and security teams as well as customers to contain and remediate security incidents. The role ...

true force multiplier, they work at every level and across Sales, Product, Engineering, and Customer Success: earning technical wins, acting as a hands-on escalation point to Customer Success, and driving adoption and expansion in their accounts. They ship quickly and to standard in a low-friction way, turn … optional experience in production LLMs, RAG, and AI agents.Proven background in customer-facing technical delivery, spanning pre-sales technical discovery, hands-on implementation, and escalation management.Excellent communication skills to connect with both C-suite executives and technical developers during complex debugging sessions.Strong engineering judgment and systems thinking to make ...

licensing agreements, working with legal on commercial terms, revenue share and SLAs. Own the long-term relationship with signed partners, including renewals, expansion and escalation management. Build and maintain a target account list and pipeline across the global OEM and system integrator landscape. Represent Dovetail at a senior level … Experience building an OEM or partner function from the ground up, rather than managing an already-mature programme. Familiarity with edge computing, IoT device management or MDM-style platforms. Experience with defence or public-sector procurement cycles or working alongside system integrators on MOD or NATO-aligned programmes. About ...