2 Escalation Management Jobs in the Midlands

this role, you'll ensure that IT initiatives are seamlessly onboarded, ultimately delivering measurable benefits in cost, time, and productivity. Key Responsibilities: Team Leadership & Escalation Management: Mentor and lead the IT BP team, balancing project workloads while providing escalation support for business requests. Programme Plan & Resource Tracking … Integrate Business Partner inputs into the Business Systems team's programme plan and resource tracker. Reporting & KPI Management: Ensure accurate Business Partner reporting to directorates and the Business Systems Manager, aligning with established KPIs. Stakeholder Engagement: Serve as the primary contact between business functions and IT support teams. Conduct … points. Operational Needs Analysis: Evaluate and document IT and operational requirements, collaborating with analysts to understand data flows and system integration points. System Portfolio Management: Ensure the systems portfolio is well-documented, understood, and aligns with business ownership and IT interfaces. Strategic Alignment: Develop and gain agreement on applications more »

actions, publish regular reports to business sector leads with KPI metrics and analysis. Maximise automation of systems to improve response times and resolution completion. Escalation Management: Manage and resolve escalated customer issues, ensuring timely and satisfactory resolutions in line with SLAs. Collaborate with other departments to address systemic … on the latest technologies. Ideal Candidate: Proven experience in a technical support role, with a focus on B2B customer support. Strong leadership and team management skills, with a track record of developing high-performing teams. Excellent problem-solving and decision-making abilities. Exceptional interpersonal and communication skills. Familiarity with more »