8 of 8 Remote/Hybrid Escalation Management Jobs in England

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 ...

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 ...

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 ...

escalations Provide guidance and mentoring to team members as required Deliver training sessions and support knowledge development within the team Take ownership of escalation management , ensuring timely and effective resolution Operate within a flat team structure , covering both first-line and advanced support responsibilities Balance operational support delivery ...

complex issues and escalationsProvide guidance and mentoring to team members as requiredDeliver training sessions and support knowledge development within the teamTake ownership of escalation management, ensuring timely and effective resolutionOperate within a flat team structure, covering both first-line and advanced support responsibilitiesBalance operational support delivery with strategic ...

their business.We’re consistently recognized as a leader in the industry: a Leader in the Forrester Wave and Gartner Magic Quadrant for Contract Lifecycle Management, a Fortune Great Place to Work, and one of Fast Company’s Most Innovative Workplaces. Ironclad has also been named to Forbes … coordinate capacity planning across strategic and subcontracting relationships to improve predictability.Build targeted partner enablement plans across product knowledge, implementation, integrations, value selling, customer change management, AI use cases, and emerging AI consumption models; help partners adapt capabilities and commercial/delivery approaches as opportunities evolve.Work with EA and partner ...

trusted advisor to customers and a key partner across Sales, Product, Professional Services, and Support teams.The successful candidate will combine strong customer relationship management, commercial acumen, and domain expertise in lending or financial services to ensure customers achieve their business objectives and maximize the value of their Finastra investment.Job … customers.Develop and execute Customer Success Plans aligned to customer objectives and strategic priorities.Monitor customer health, usage trends, and risk indicators, proactively addressing challenges and escalation management.Lead customer engagements including onboarding, success reviews, and executive business reviews.Partner with Sales teams to support renewals, increase retention, and identify expansion opportunities.Act ...

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 ...