1 to 14 of 14 Escalation Management Jobs in England

Key Responsibilities: The SIAM Lead – is accountable for Service Integration & Management Tower along with Governance for the management of Service Providers performance against the contracted and agreed service levels. Must understand the overall setup of IT Services and roles played by various Service Providers Must understand the Supplier … relationships with the Service Providers Understand business drivers, customer strategy and act as a face of the customer to the Service Providers Handle Dispute Management & Escalation Management to ensure smooth Operations Identify potential risks proactively and highlight with Customer & Service Providers for timely mitigation Ensure performance reports … OLAs and underpinning contracts; ensure regular monitoring of SLAs & intervention if SLAs are endangered Convenes the board with representatives of relevant processes, services, operations management and the customer Reviews and agree current performance levels and trends Ensure Process Compliance, Adherence & Maintenance of Service Management Process & Tools Govern the more »

of support to the account team structure. You should have a telecom background, with previous experience working with large multinational companies in a service management type role. What are you expected to be doing Commercial minded, develop and maintain a positive, productive long term working relationships with the customer … Conduct Service Reviews by meeting with customers to review services performance and operational services issues Work in close collaboration with sales and account management to position PCCW Global strongly for business retention, contract renewal and service extension Ensure full compliance of agreed solutions and services to meet customer needs … agreed SLAs in order to deliver exceptional service and acknowledged customer value; focus on beating the target Serve as a reliable, accessible and effective escalation point for the customer on any critical operational issue -including after-hours support via mobile if required Lead the Continual Process Improvement process with more »

Your focus will be on proactive engagement, support, and advocacy, with the ultimate goal of driving customer satisfaction, retention, and growth. Responsibilities: Customer Relationship Management: Develop and maintain strong, trust-based relationships with key stakeholders within customer organizations. Onboarding and Adoption: Lead the onboarding process for new customers, ensuring … or additional sales. Customer Success Planning: Develop and execute tailored success plans for each customer, outlining key milestones, objectives, and strategies for achieving success. Escalation Management: Serve as the point of contact for resolving escalated customer issues, working closely with internal teams to ensure timely resolution. Continuous Improvement … meetings with key customer stakeholders Qualifications: Bachelor’s degree or equivalent experience. Proven experience in a customer-facing role, preferably in customer success, account management, or sales. Strong communication, interpersonal, and negotiation skills, with the ability to build rapport and trust with diverse stakeholders. Excellent problem-solving and analytical more »

Project Manager L1 The Project and Escalation Manager acts as a focal point for internal partners and the customer to develop and provide end to end project creation and support for larger projects attached to the Global contract. Additionally, the PM will be the focal point owner for any … Objectives of the role: To achieve a smooth transition from sales to delivery using known and effective methodologies eg Global Method and IT Service Management To manage, coordinate and deliver a new or enhanced MPS solution to the customer Act upon and resolve issues quickly and effectively with internal … and enable effective communication links between the customer and the MPS deployment parties to facilitate successful deployment of MPS What will you be doing: Escalation Management and handling Managing escalations, ensuring that they are logged, progressed, updated, authorised, expedited, and resolved within the agreed timeframes Own and issue more »

and innovative solutions to our customers Managing the Tier 2 & Tier 3 security analysts and influencing a high- performance team and culture Incident queue management Oversight of incidents, changes and challenges Resource allocation Escalation management - managing all the issues that come in for prioritisation Team support – be … Masters in Cyber Security, Information Technology, Computer Science or relevant experience CISSP, CEH, OSCP, GCIH or applicable security field Incident, change and problem process management experience Experience in SIEM (Splunk, Sentinel), IPS and SOAR tools a plus Experience with investigating and managing major/complex cyber security incidents end more »

satisfaction. By collaborating with the US regional Team Leader, you will spearhead unified strategies and ensure success in your initiatives. Your skills in leadership, management, and development will be instrumental in setting the standard for team performance and engagement. Key Responsibilities Support Operations Management: Oversee the delivery of … 1st and 2nd line support across multiple regions, ensuring high standards of service and responsiveness through effective team management Leadership and Team Development: Lead by example and actively engage your team to excel. Mentor team members to achieve individual and collective goals, fostering a high-performance culture Service Excellence … and Escalation Management: Act as a key point of escalation, providing leadership and technical guidance to ensure seamless team operations Responsibilities Case Queue Management: Effectively controls scheduling and workload by overseeing the team's case queue, ensuring optimal productivity and timely case resolution Resource Allocation: Coordinate more »

Project Manager L1 The Project and Escalation Manager acts as a focal point for internal partners and the customer to develop and provide end to end project creation and support for larger projects attached to the Global contract. Additionally, the PM will be the focal point owner for any … Objectives of the role: To achieve a smooth transition from sales to delivery using known and effective methodologies eg Global Method and IT Service Management To manage, coordinate and deliver a new or enhanced MPS solution to the customer Act upon and resolve issues quickly and effectively with internal … and enable effective communication links between the customer and the MPS deployment parties to facilitate successful deployment of MPS What will you be doing: Escalation Management and handling Managing escalations, ensuring that they are logged, progressed, updated, authorised, expedited, and resolved within the agreed timeframes Own and issue 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 »

targets and prioritise critical requests as appropriate Identify efficiencies by combining planned and reactive work at the same sites. Ordering of spares Site access management/appointment booking. Be prepared to reprioritise work at short notice to meet critical requests. Adherence to all policies and procedures Heirachical and functional … escalation management Contribute towards the Service Request catalogue to ensure its fit for purpose Provide guidance to end users where processes are not being followed Highlighting issues in relation to the scheduling tool to ensure its up to date for effective tasking Support the disaster recovery process Service … Request Analyst - Key requirements: Excellent organisational skills Excellent verbal and written communication skills Effective Time Management Proficient in Microsoft office applications SC, NPPV3 & parliament security clearances, or the ability to obtain them. ITIL V4 foundation certification Resource Management Working knowledge of Remedy ITSM suite or similar ITSM application more »

organisation and the leader for this program must be able to build on the momentum. This role will lead the Infrastructure team through the management of their Cloud Infrastructure Initiatives Portfolio. This includes managing current initiatives as well as defining the vision for our program execution. This is a … multiple projects impacting a growing global organisation. This role requires excellent communication and organizational skills and the ability to identify and eliminate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance business needs versus technical constraints. Maturity, curiosity, creative problem-solving, and team leadership are all essential … to success in this role. Key Responsibilities Program Management: Oversee large, complex cross-functional initiatives through the project life cycle Work closely with initiative sponsors and stakeholders to understand the functional strategy, define scope and deliverables, and ensure funding and staffing are planned and available to meet program delivery more »

prefer candidates with demonstrated experience of at least 5 years in IT and strong technical background. The ideal candidate should possess: Excellent customer relationship management and communication skills, with the ability to create a positive client experience. Strong leadership skills, with a proven ability to manage and support a … team with high standards, using metrics to drive team performance. Experience with service level agreement (SLA) management, incident management, problem-solving, and technical escalation management. Strong technical background including proficiency with delivering and managing IT systems, network, security, and end-user computing device management. Knowledge & experience of … cloud solutions including Azure and 365. An ability to prioritise and manage time effectively utilizing ITIL best practice methodology. Experience in project management and in delivering projects within budget and to deadlines. Preferably qualified to 2nd line minimum or equivalent industry certification such as ITIL, Microsoft, or Cisco. Bachelor more »

European-wide installed base of Manufacturing Test Solutions customers. Support services are defined as installation, decommissioning, troubleshooting, preventative maintenance, calibration, repair, training, and parts & escalation management relating to solution hardware and software. The responsibilities will include, but are not limited to, the following: Conduct on-site system installations. more »

s primary role is to ensure customer satisfaction and retention. Your main responsibilities Manage large account customer activity (onboarding, operational activity monitoring, growth, capacity management, new needs, governance). Act as your customer’s trusted advisor and support their business development using OVHcloud solutions. Analyze and direct new opportunities … their infrastructure hosted at OVHcloud. Be the customer’s internal ambassador. Manage internal teams cross-functionally: CSM, pre-sales, sales, support, Professional Services, Product Management, etc. Participate in improving internal processes and best practices (incident, problem, changes, delivery, requests for improvements management). Lead crisis units during major … your buddy. The taking over of your customer portfolio. And in 1 year you will master: The majority of OVHcloud products and processes. The management of your entire customer portfolio. Cross-functional activities within the Customer Success team. Required skills You are dedicated and want to have a positive more »

role will be varied the day to day of the role will include: Collecting data and making reports for clients Service Improvement Plans Client Escalation Management Preparing materials for presentations Training Your full role and responsibilities will be set out by your employer. ASK4 will provide you with … delivered through ASK4's dedicated training provider, Realise. Realise is an established training provider that’s enjoying an exciting period of growth following a management buyout and rebrand in late 2020. Your aspirations will be recognised and we will do our best to help you achieve your personal goals more »