13 of 13 Remote/Hybrid Escalation Management Jobs in England

ensure user safety, regulatory compliance, and operational effectiveness across products and services. This is an individual contributor role and does not require previous management experience. Key Responsibilities Manage and resolve complex policy and content-related escalations. Support the development, implementation, and enforcement of product policies and standards. Identify, assess … Experience working within a technology, social media, internet, or digital platform environment. Ability to analyse complex issues and make sound policy recommendations. Strong stakeholder management and communication skills. Excellent problem-solving and decision-making abilities. Comfortable working independently and managing multiple priorities. Fluent English language skills. Preferred Experience German ...

Role: IT Service Management Coordinator Location: London, UK (Hybrid) Contract: 6 months Working Shifts: Full-time Monday to Friday Overview We are seeking an experienced and proactive Service Management Specialist to support and enhance operational service delivery across a multi-functional technology support environment. This role will … support services are delivered effectively across the UK technology landscape. This is an excellent opportunity for a service-focused professional with strong IT Service Management (ITSM) knowledge, stakeholder management capability, and operational support experience within a fast-paced enterprise environment. Key Responsibilities Lead and participate in monthly stakeholder ...

experienced Senior Portfolio Manager who can operate across the full breadth of the Planning and Portfolio Team. This includes portfolio planning, governance, reporting, resource management, portfolio controls, risk and issue visibility, senior decision support, and continuous improvement of portfolio management processes. The role will suit someone … governance decisions are brought together in a way that supports effective senior decision-making. This is an opportunity to shape and embed portfolio management capability across a major transformation portfolio, working closely with Heads of Delivery, Programme Managers, Project Managers, Technology teams, Finance, business leads and senior stakeholders across ...

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 ...

Service Management Specialist (Contract) Location: London, UK (Hybrid - 2 days per week in office) Duration: 6 Months (Approx. 24 weeks) Start Date: Mid-June 2026 Hours: 40 hours/week Role Overview We are seeking an expert-level IT Service Management (ITSM) Specialist for a 6-month contract. … liaison between internal stakeholders, the global service desk, and external vendors to ensure high-quality service alignment with business needs. Key Responsibilities Performance & KPI Management: Lead monthly stakeholder and vendor KPI review meetings to monitor service performance, track trends, and address operational concerns. Data Analysis & Reporting: Extract and analyze ...

utilization, and long‐term customer value. Operational Excellence: Oversee operations, resource allocation, and SLA adherence while aligning delivery to success milestones. Customer Health & Risk Management: Create health‐scoring frameworks to identify risks and implement mitigation plans. Escalation Management: Serve as senior escalation point, ensuring timely resolution … Oversight: Guide TAMs in developing account success plans aligned to ROI. Continuous Improvement: Lead initiatives to enhance the customer journey and lifecycle efficiency. Relationship Management: Maintain relationships with senior customer stakeholders (VP/C‐level) as trusted advisors. Partner Collaboration: Work with Sales, Customer Success, Product, and Engineering ...

customer value* Operational Excellence: Oversee team operations, resource allocation, and SLA adherence while aligning delivery to customer success milestones and outcomes* Customer Health & Risk Management: Establish and operationalize health scoring frameworks to proactively identify risks and drive mitigation strategies* Escalation Management: Serve as a senior escalation … great fit if you have:*** Bachelor’s degree in a related field* 12+ years of professional experience, with a strong background in Technical Account Management, Customer Success, or similar roles* Experience with leadership and coaching a Technical Account Management or Success team* Proven expertise in pre-sales processes ...

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 ...

right level in every account.* Build executive relationships directly in key accounts so Intapp has a trusted presence before it's needed.* Lead escalation management for high-risk client situations, providing leadership support and taking accountability for driving issues to resolution with urgency.* Own retention and support growth … culture of continuous learning and client-facing credibility.**What you'll bring****Required*** 15+ years of experience in client success, portfolio, or account management team leadership roles within or serving professional services firms, ideally in the legal industry.* Proven ability to drive retention and support growth across a portfolio ...

audiences. Produces and manages consolidated IT readiness reporting, providing clear, regular progress updates and insights. Role Key Accountabilities: Accountable for the day-to-day management of end-to-end IT Readiness for all TRBK programme deliveries. Define and implement an effective IT Readiness approach for the full lifecycle … TRBK programme, aligned to NBS change framework controls. Own IT Readiness governance, including planning, status reporting, escalation management, risks, issues, assumptions, dependencies, cost management, and change control decisions. Support and coach colleagues impacted by change, guiding them through the change journey and ensuring successful adoption. ...

customer experience tools is a plus Analytical mindset with strong problem‐solving, prioritisation, and decision‐making skills Adaptability and resilience – comfortable switching between enablement, escalation management, and direct delivery depending on what the situation requires Passion for technology, AI, and helping customers succeed – whether that’s through your … support How Will I Be Measured Partner delivery quality – Are partner‐led deployments meeting Intercom’s methodology standards and achieving target automation rates? Escalation resolution – Are technical partner escalations being resolved quickly and effectively, keeping deployments on track? Enablement impact – Are partners demonstrating improved capability and independence ...

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. ...