26 to 50 of 87 Escalation Management Jobs in London

performance metrics, operational trends, and customer insights to the Global Support Director.Implement and maintain support policies, procedures, and tools to uphold service quality.Customer Experience & Escalation Management:Act as the primary escalation point for EMEA support issues, ensuring swift resolution and corrective actions.Champion a white-glove approach … Proven experience leading technical support teams and meeting SLA targets.Strong background in IT infrastructure: networks, security, databases, web servers, Windows OS.Demonstrated success in performance management and team development.Skilled in managing escalations and building relationships with blue-chip clients.Proficient in data analytics and reporting tools (e.g. Power BI, Tableau).Familiarity ...

Manager strengthens Harvey’s post-sale presence by partnering closely with Customer Success Managers and internal teams to deliver exceptional technical support, proactive incident management, and clear, credible customer communications. This role is ideal for someone who thrives in high-stakes environments, enjoys deep problem-solving, and takes pride … delivering a world-class customer experience. What You’ll Do Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution. Triage, investigate, and resolve urgent customer issues with speed and sound judgment, coordinating across Support, Customer Success, Engineering ...

them. In project leadership, you may indirectly manage team members and extend feedback across diverse areas of expertise. Additionally, you will serve as an escalation point for complex customer issues, ensuring exceptional customer satisfaction.WHAT YOU HAVE2-4 years of management experience in overseeing a technical support organization, preferably … detail for documentation and process standardization across global teams.Ability to synthesize complex concepts and articulate them clearly to varied audiences.In-depth knowledge of case management processes, including issue resolution, escalation management, and knowledge-centered support.Proficiency with case management tools, such as Salesforce, Zendesk, or other similar ...

highly regulated and governance-driven environment. Your new role As a Delivery Contracts Manager - Risk & Compliance, you will lead contractual governance, commercial risk management and compliance activities across a complex technology delivery landscape. You will work closely with programme, delivery, commercial, legal and operational teams to ensure contractual obligations … contractual escalations, disputes and issue resolution activities. Build and maintain effective relationships with clients, suppliers and internal stakeholders. Support audit readiness through effective records management and compliance controls. Ensure adherence to procurement regulations, governance frameworks and organisational policies. Provide oversight across subcontractors and supply chain partners where applicable. Drive ...

highly regulated and governance-driven environment. Your new role As a Delivery Contracts Manager - Risk & Compliance, you will lead contractual governance, commercial risk management and compliance activities across a complex technology delivery landscape. You will work closely with programme, delivery, commercial, legal and operational teams to ensure contractual obligations … contractual escalations, disputes and issue resolution activities. Build and maintain effective relationships with clients, suppliers and internal stakeholders. Support audit readiness through effective records management and compliance controls. Ensure adherence to procurement regulations, governance frameworks and organisational policies. Provide oversight across subcontractors and supply chain partners where applicable. Drive ...

will be a key contributor to the development of our strategic Interest Rate analytics library, which is essential for supporting pricing and risk management activities across the business. Your work will involve close collaboration with the trading desks to develop novel risk management and market making tools. What … Develop and enhance analytics libraries used for pricing and risk management of Interest Rate Derivatives. Create, implement, and support quantitative models for the trading business, leveraging a wide variety of mathematical and computer science methods and tools. This includes advanced calculus, Python and C++. Develop sophisticated pricing models using ...

successful candidate will have strong hands-on experience with SAP ECC6 Supply Chain and Logistics, with a broad understanding of procurement, warehousing, inventory management, and logistics processes. While exposure to SAP S/4HANA would be beneficial, ECC6 experience is essential and remains the primary requirement. Contract: 6 months … evidence collection, and sign-off. Ensure implementation readiness, including communications, training, cutover activities, and post-deployment support. Provide clear status reporting, updates, recommendations, and escalation management to stakeholders. Support process improvement initiatives and ensure adherence to governance and compliance requirements. Essential Skills & Experience Strong experience supporting SAP ECC6 ...

successful candidate will have strong hands-on experience with SAP ECC6 Supply Chain and Logistics, with a broad understanding of procurement, warehousing, inventory management, and logistics processes. While exposure to SAP S/4HANA would be beneficial, ECC6 experience is essential and remains the primary requirement. Contract: 6 Months … evidence collection, and sign-off. Ensure implementation readiness, including communications, training, cutover activities, and post-deployment support. Provide clear status reporting, updates, recommendations, and escalation management to stakeholders. Support process improvement initiatives and ensure adherence to governance and compliance requirements. Essential Skills & Experience Strong experience supporting SAP ECC6 ...

readiness.The successful candidate will have strong hands-on experience with SAP ECC6 Supply Chain and Logistics, with a broad understanding of procurement, warehousing, inventory management, and logistics processes. While exposure to SAP S/4HANA would be beneficial, ECC6 experience is essential and remains the primary requirement. Contract … evidence collection, and sign-off. Ensure implementation readiness, including communications, training, cutover activities, and post-deployment support. Provide clear status reporting, updates, recommendations, and escalation management to stakeholders. Support process improvement initiatives and ensure adherence to governance and compliance requirements. Essential Skills & Experience Strong experience supporting SAP ECC6 ...

Role: Senior Contract Manager Location : Remote Length : 12 months Essential skills and experience 10+ years contract management experience in complex technology/IT service delivery. Expertise in Master Services Agreements (MSA), Statements of Work (SOW), and multi-schedule contract structures. Experience drafting, negotiating, and managing contractual amendments and change … requests. Commercial risk identification and mitigation. Managing relationships with regulated or quasi-public sector organizations. Stakeholder management across technical delivery teams and clients. Communicating contractual obligations to non-legal stakeholders. Escalation management and dispute resolution. Knowledge of public sector procurement, governance frameworks, audit requirements, and records management ...

strong judgement, customer empathy, and a bias for continuous improvement in a fast-moving digital advertising environment. ResponsibilitiesInvestigate and resolve complex Microsoft Advertising product, escalation, policy, fraud, and service health issues using telemetry, logs, customer signals, ticket trends, and platform diagnostics to isolate root cause and validate resolution quality.Apply … design change requests, supportability asks, automation requirements, and business-impact summaries.Create and maintain scalable support assets, including diagnostic playbooks, troubleshooting guides, knowledge base articles, escalation templates, and readiness content that enable teams to resolve issues consistently.Support the rollout of new pilots, features, policy changes, automation capabilities, and platform updates ...

traceability.- Build and deploy automation frameworks to eliminate manual tasks, accelerate service delivery, and enhance regional operational scale.- Oversee ITSM ticket lifecycles and disciplined escalation management, ensuring strict SLA adherence, effective prioritization, and timely stakeholder updates.- Provide day-to-day team leadership and quality oversight while acting … organisational skills with the ability to manage multiple tasks and projects simultaneously- Excellent written and spoken English skills- Subject matter expert within Infrastructure management including networking (LAN/WAN, wired and wireless including routing, SDWAN, VPN), scripting and automation, monitoring, comms rooms, AV environments, and broader workplace technology operations ...

managers and network engineers responsible for delivering a dedicated portfolio of work packages supporting Heathrow’s network infrastructure. Strong resource planning, leadership, and stakeholder management skills will be critical to ensure outcomes are delivered on time and to the required standard. Success in this role will require attention … detail, effective time management, strong influencing skills, and the ability to lead and motivate a diverse team within a global working environment. The work location for this position is Heathrow Airport & it is a fixed term contract for 2 years (subject to renewal)WHAT WILL YOUKEY RESPONSIBILITIESThis role includes ...

managers and network engineers responsible for delivering a dedicated portfolio of work packages supporting Heathrow’s network infrastructure. Strong resource planning, leadership, and stakeholder management skills will be critical to ensure outcomes are delivered on time and to the required standard. Success in this role will require attention … detail, effective time management, strong influencing skills, and the ability to lead and motivate a diverse team within a global working environment. The work location for this position is Heathrow Airport & it is a fixed term contract for 2 years ( subject to renewal) WHAT WILL YOU KEY RESPONSIBILITIES This ...

About Us Antavo is a rapidly growing, VC-backed scale-up disrupting the loyalty management market with its innovative omnichannel technologies. We are recognized by Gartner and Forrester as a leading pure-play loyalty management platform. The Team The Antavo Team is a passionate, dynamic, innovative … Backoffice Create or contribute to internal and customer-facing documentation, playbooks, technical notes, and best-practice materials Support internal process improvements, technical account management playbooks, automation, and scalable ways of working Use AI tools where relevant to improve productivity, analysis, documentation, reporting, and customer communication Continuously deepen product, technical ...

class cybersecurity practices. You are a strategic partner and passionate advocate who demonstrates measurable business value to customers at every touchpoint. Your stakeholder management expertise and resourcefulness enable you to collaborate across teams, solve complex challenges, and consistently exceed customer expectations. What You'll Do Strategic Account Management … opportunities for expansion and potential risks Drive contract renewals and expansion revenue through demonstrated value and strong customer advocacy Mitigate churn through early intervention, escalation management, and cross-functional resource orchestration Cultivate customer champions who serve as references and advocates for Secure Code Warrior What You'll Bring ...

through change.Strong technical support craft. A deep understanding of what excellent technical support looks like, with experience building specialist capability in troubleshooting, product knowledge, escalation management, and complex issue resolution. You create environments where technical experts thrive and scale their impact.Technical fluency in a SaaS environment. Enough hands … SAML, OAuth 2.0, OIDC, SCIM, RBAC), and common IdP patterns (Okta, Microsoft Entra ID, Google Workspace, or similar). You can review a complex escalation, ask the right questions, coach engineers on their troubleshooting approach, and hold your own in technical discussions with Engineering, including sound judgment on where ...

Services team. This role is located in London.In this role, you’ll make an impact in the following ways: Strengthen incident, problem, change, and escalation management processes to reduce repeat issues, control gaps, and operational risk while improving platform stability.Drive initiatives through to completion with strong ownership, accountability … services or application support supporting mission-critical platforms across multiple regions, including follow-the-sun models.Proven track record of leading incident, problem, and change management with measurable improvements in stability and service recovery.Demonstrated automation-first and AI-enabled mindset, with experience driving tooling, observability, and process automation.Strong ownership mentality ...

Production Services Application Support to join our FX Execution Services team. This role is located in London. Key Responsibilities Strengthen incident, problem, change, and escalation management processes to reduce repeat issues, control gaps, and operational risk while improving platform stability. Drive initiatives through to completion with strong ownership … application support supporting mission-critical platforms across multiple regions, including follow-the-sun models. Proven track record of leading incident, problem, and change management with measurable improvements in stability and service recovery. Demonstrated automation-first and AI-enabled mindset, with experience driving tooling, observability, and process automation. Strong ownership ...

Services team. This role is located in London. In this role, youll make an impact in the following ways: Strengthen incident, problem, change, and escalation management processes to reduce repeat issues, control gaps, and operational risk while improving platform stability. Drive initiatives through to completion with strong ownership … application support supporting mission-critical platforms across multiple regions, including follow-the-sun models. Proven track record of leading incident, problem, and change management with measurable improvements in stability and service recovery. Demonstrated automation-first and AI-enabled mindset, with experience driving tooling, observability, and process automation. Strong ownership ...

Services team. This role is located in London. In this role, youll make an impact in the following ways: Strengthen incident, problem, change, and escalation management processes to reduce repeat issues, control gaps, and operational risk while improving platform stability. Drive initiatives through to completion with strong ownership … application support supporting mission-critical platforms across multiple regions, including follow-the-sun models. Proven track record of leading incident, problem, and change management with measurable improvements in stability and service recovery. Demonstrated automation-first and AI-enabled mindset, with experience driving tooling, observability, and process automation. Strong ownership ...

About the Opportunity Job Type: Permanent Application Deadline: 25 September 2026 Title Agile Release Train (ART) Owner, Core Value Stream – Fixed Income Department Asset Management Platforms Location London Reports To Value Stream Owner – Equity and Fixed Income Level Grade 7 We’re proud to have been helping our clients … what our clients need and to deliver on our strategic ambitions. FIL Platforms represents the next step in that journey - bringing together Asset Management Delivery, Enterprise Technology Services, and delivery and change teams from across the business into a single integrated structure, designed for clarity, speed, and impact. That ...

case ownership, and reliable onsite and escalated support in line with agreed workflows and support boundaries. The role combines people leadership, service delivery oversight, escalation management, and operational improvement. It is responsible for maintaining service quality across onsite support, workplace readiness, user lifecycle activity, and higher-touch support … service oversight. Manage team workload, priorities, cover arrangements, and local or regional support activity to maintain effective service continuity. Act as the first escalation point for complex support cases, service risks, and people-related issues within the End User Support team. Ensure incidents, requests, and user lifecycle activities ...

great customer outcomes. Our Customer Leads are working with clients on the smooth rollout and adoption of our software through expert data, communication, project management and collaboration skills, often across more than one customer at a time depending on project stage. After rollout, responsibilities shift to maximising the success … Lead will also contribute to the strategic direction of the function, improving processes and ways of working to increase team effectiveness. Key Responsibilities Projects Management: Manages the delivery of customer projects end-to-end, including coordination of key stakeholders, documentation and plans. Navigates shifting priorities across factory operations, engineering ...

contact within the client environment. Build and maintain trusted relationships with senior stakeholders. Navigate organisational complexity and drive alignment across teams. Consultant Leadership & Team Management: Lead and manage emagine consultants deployed within the account. Ensure alignment, performance, and delivery quality across all engagements. Provide guidance, support, and escalation management as required. Act as the central point of coordination between consultants, client stakeholders, and emagine. Foster a high‐performing, collaborative delivery environment on‐site. Account Growth & Commercial Ownership: Identify opportunities to expand services within the account. Support growth of the engagement footprint and long‐term client relationship. ...