20 of 20 Permanent Escalation Management Jobs in the UK excluding London

desk operations, take owner ship of Ha lo PSA (our ticketing and professional services platform) from a service delivery perspective, strengthen incident, request, and escalation management, and ensure SLAs and customer expectations are consistently met. The role will inherit an existing service desk structure comprising 3 tiers … part of this role will be to establish strong operational control, reduce dependency on informal or inconsistent ways of working, improve processes and performance management, and build a resilient, scalable service desk function that delivers a reliable, professional customer experience. Objective:? Manage Daily Operations of the Service Desk Coach ...

translate technical delivery into meaningful client outcomes. Key Responsibilities Service Performance & Operations Own day-to-day service performance across incident, problem, and change management Monitor SLA/XLA adherence and drive continuous service improvement Analyse service metrics to identify trends, risks, and improvement opportunities Ensure operational processes are clearly … defined and consistently followed Oversee onboarding of new clients, services, and platforms Deliver accurate operational reporting to internal stakeholders Client & Stakeholder Management Act as the primary Service Delivery lead for assigned client accounts Build strong, trusted relationships with client stakeholders Lead operational and business service review meetings Manage client ...

buildings in the United Kingdom, alongside a growing portfolio of international clients. Overview of the position : This role requires a unique blend of relationship management, strategic planning, and problem-solving skills to ensure the success and satisfaction of our clients. The ideal candidate will be passionate about delivering exceptional … fast-paced environment. This individual will champion our core values of flexibility, quality, knowledge, and teamwork . Experience: Proven experience in client success management, account management, or similar role. Strong understanding of customer relationship management principles and practices. Excellent communication, negotiation, and presentation skills. Ability to prioriti ...

Priority 1 incidents Coordinate internal teams and third-party vendors Provide clear communications to customers and leadership Manage resolution and post-incident reviews Escalation Management Final escalation point for complex multi-client incidents Perform root cause analysis and implement permanent fixes Prevent recurrence through corrective actions Customer … Technical Relationship Participate in service reviews and escalation calls Handle sensitive situations professionally Build trust with high-demand customers Support key customers onsite when required Advanced Troubleshooting & Continuous Improvement Diagnose complex infrastructure, cloud, networking, and identity issues Work in multi-tenant MSP environments Mentor Level 1 and Level ...

facing role, where you will be part of the successful team delivering a critical, Oracle Fusion solution. Beyond testing your tole will include stakeholder management (internal, external and 3rd party), escalation management, testing team management, testing strategy and end to end testing delivery. You must have … that would be ideal. Working within a multidisciplinary team, reporting to senior leadership team internally and client side. Accountable for team interdependencies and appropriate escalation points. Responsibilities: Testing of Reporting both functional and technical System Integration Testing. Integration validation between Fusion Cloud and interfacing applications. Coordinate with interfacing applications ...

working within a broad enterprise technology environment covering Microsoft 365, Windows Server, Active Directory/Azure AD, virtualised infrastructure, enterprise networking, cyber security, endpoint management, cloud collaboration tools, mobile device management, and IT service management platforms. A hands-on leadership style with the ability to manage multiple … service delivery A collaborative leadership style with the ability to motivate and develop teams A calm and practical approach to problem-solving and escalation management Why apply? This is an opportunity to join a well-established business in a highly visible leadership role where you can influence ...

facing role, where you will be part of the successful team delivering a critical, Oracle Fusion solution. Beyond testing your tole will include stakeholder management (internal, external and 3rd party), escalation management, testing team management, testing strategy and end to end testing delivery. You must have … that would be ideal. Working within a multidisciplinary team, reporting to senior leadership team internally and client side. Accountable for team interdependencies and appropriate escalation points. Responsibilities: Testing of Reporting both functional and technical System Integration Testing. Integration validation between Fusion Cloud and interfacing applications. Coordinate with interfacing applications ...

driving continuous improvement across processes, performance, and customer experience. You will remain close to the technical detail while also taking ownership of team leadership, escalation management, and service performance. Key responsibilities include: Leading and developing the service desk team in a fast-paced MSP environment Ensuring efficient handling … incidents, requests, and escalations Acting as an escalation point for complex technical issues Monitoring SLA performance and driving service improvement Coaching and mentoring engineers and team leaders Supporting process improvement and service maturity initiatives Working closely with wider technical teams including infrastructure, cloud, and projects Contributing to reporting ...

escalations and service improvement initiatives. The Role Leading a team of 6-8 support engineers, you will be responsible for the day-to-day management of the Helpdesk function, ensuring high levels of customer satisfaction, technical excellence, and service delivery performance. Acting as the senior technical escalation point … development. Foster a positive, collaborative, and high-performing team culture. Manage ticket allocation, workload balancing, and resource planning across the service desk. Technical Leadership & Escalation Management Act as the primary 3rd Line escalation point for complex technical issues and high-priority incidents. Provide hands-on technical support ...

software providers or FinTech vendors. If you are passionate about delivering cutting-edge cloud migrations, software upgrades and implementations, and possess strong leadership, stakeholder management and project delivery skills, we would love to hear from you! Position is open for both Sheffield & London locations. What will the role involve … effective decision-making Working in an innovative and solutions-focused environment to enable seamless project execution Responsible for identifying opportunities to improve our project management craft competency Potentially, the leadership and delivery of bespoke, internal or external technical work packages or projects Qualifications What are we looking for? Experience ...

grow within management. The ideal candidate could be an experienced Service Desk Team Leader looking to take the next step into a full management position, or an established Service Desk Manager with a technical MSP background. The Role As Technical Service Desk Manager, you will be responsible for leading … driving continuous improvement across processes, performance, and customer experience. You will remain close to the technical detail while also taking ownership of team leadership, escalation management, and service performance. Key responsibilities include: Leading and developing the service desk team in a fast-paced MSP environment Ensuring efficient handling ...

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. ...

updating internal ordering and tracking systems accurately Ensuring customer delivery milestones are achieved while minimising provisioning delays Collaborating closely with Procurement, Provisioning, Project Management and engineering teams to ensure seamless delivery The Individual Proven experience within UK telecoms provisioning or order management environments Strong stakeholder and escalation management capabilities Excellent coordination, scheduling and time management skills Knowledge of telecoms technologies such as IP VPN, MPLS, SD-WAN, WLAN, MLAN, VoIP and security products Strong customer focus with a commitment to service excellence Experience using provisioning, tracking and reporting tools A proactive and highly self ...

fulfilment plans aligned with customer expectations and contractual commitments. Coordinate cross-functional teams including Sales, Engineering, Service, Logistics, Finance, and external partners. Ensure effective management of delivery schedules, quality, resources, and customer communications. Drive successful project deployment and operational readiness. 2. Revenue Realisation & Receivables Management Take ownership … adoption and value realisation Build long-term customer relationships, support long-term partnership development with key customer for training and onboarding 4. Governance, Risk & Escalation Management Identify delivery, operational and contractual risks Lead governance reviews Manage escalation pathways Present status to stakeholders Drive accountability across workstreams Ensure ...

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 ...

tickets in the ITSM tool, ensuring compliance with SLAs. Basic Troubleshooting : Diagnose and resolve common application issues (e.g. Configuration, Performance, usability, workflow, logs); Storage Management – (Disk Space, File system, Access, Mounting/Mapping); Database Management – (Index, Capacity, Backup/Replication, Query connectivity, Dead Locks) Escalation Management ...

incident resolution, change implementation and scheduled maintenance across secure, mission critical environments - Implement approved technical changes on behalf of end customers, following strict change management and compliance processes - Identify and deliver platform improvements, including automation to reduce manual effort and human error - Proactively monitor the environment to detect … address issues before they impact service - Support the Technical Lead with escalation management, risk tracking and active oversight of the environment - Contribute to stakeholder management, service reporting and review meetings with the service delivery function and customer teams - Produce clear, accurate documentation to ITIL4 standards - Collaborate with ...

premiums with aggressive growth plans. As Head of Claims it will be your mission to redesign how claims handling works across products, regions, workflows, escalation management, QA, fraud prevention, recoveries, litigation handling, and customer communication. You will own claims standards across the company and work directly with founders … lifecycle. This role is for someone ambitious enough to believe the industry can operate radically better than it does today. Roles & Responsibilities: Redesign workflows, escalation structures, QA systems, and claims governance Identify operational bottlenecks and eliminate unnecessary complexity Partner with product and engineering teams to automate and improve workflows ...

environments for employees across the organisation. Key Responsibilities of IT Support Team Leader: Lead IT Support operations (1st - 3rd line) and act as senior escalation point. Deputise for the IT Manager and support wider IT leadership duties. Manage major incidents, ensuring clear communication and effective resolution. Oversee ITSM processes … CMDB. Monitor service performance and produce KPI and trend reporting. Support Microsoft 365, Azure and Cisco Meraki environments. Ensure secure configuration, identity/access management and resilience. Support disaster recovery planning, testing and reporting. Maintain CMDB accuracy and manage IT asset lifecycle. Approve technical changes and minimise service disruption. ...

environments for employees across the organisation. Key Responsibilities of IT Support & Systems Lead: Lead IT Support operations (1st - 3rd line) and act as senior escalation point. Deputise for the IT Manager and support wider IT leadership duties. Manage major incidents, ensuring clear communication and effective resolution. Oversee ITSM processes … CMDB. Monitor service performance and produce KPI and trend reporting. Support Microsoft 365, Azure and Cisco Meraki environments. Ensure secure configuration, identity/access management and resilience. Support disaster recovery planning, testing and reporting. Maintain CMDB accuracy and manage IT asset lifecycle. Approve technical changes and minimise service disruption. ...