2 of 2 Permanent Escalation Management Jobs in South Wales

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 ...

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 ...