5 of 5 Escalation Management Jobs in the North of England

between technical support teams, delivery teams, and client stakeholders. The Service Manager will play a pivotal role in maintaining operational excellence, leading major incident management activities, driving service improvements, and ensuring a seamless transition of new services into production. Key Responsibilities Service Operations & Incident Management Own and drive … incident and problem management activities across the Service Group. Monitor service performance, application availability, and operational stability in production environments. Lead the resolution of Priority 1 (P1) and Priority 2 (P2) incidents, coordinating technical teams to restore services within SLA targets. Actively participate in and lead major incident bridge ...

work closely with Sales, Delivery, Support, suppliers and customers, validating solution feasibility, managing design change, supporting service transition and acting as a senior technical escalation point. APPLY TODAY Ready to make your next career move? Apply Now for our Recruitment Team to review. DUTIES Your duties … approval of Low-Level Design and as-built documentation Service Handover: Lead Delivery-to-Support handovers to ensure operational readiness and service acceptance Technical Escalation: Act as a senior escalation point, liaising with customers, suppliers and internal technical teams Continuous Improvement: Drive standardisation, best practice and repeatable design ...

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. Contact ...

environment Oversee day-to-day Service Desk operations (incidents & service requests) Ensure delivery against SLAs, KPIs, and customer satisfaction targets Act as escalation point for major incidents and operational issues Manage rota planning to maintain continuous support coverage Drive improvements such as first-time fix and shift-left initiatives … Monitor and improve key metrics (SLA, FTF, ASA, CSAT) Maintain high standards in ticket quality, documentation, and knowledge management Collaborate with wider IT teams (2nd line, technical operations, service management) Support major incident processes and service improvement initiatives Promote ITIL best practice (Incident, Problem, Change, Request) Experience Required ...

cloud environments, while also providing practical input into network strategy and future direction. Responsibilities Technical Leadership (Hands-on) Act as the senior technical escalation point for network issues. Lead from the front in troubleshooting, incident resolution, and root cause analysis. Contribute directly to configuration, implementation, and support across … locations. Ensure services remain highly available and performant. Drive improvements in monitoring, alerting, and proactive issue detection. Contribute to incident, problem, and change management processes. Project Delivery Deliver network components for infrastructure and business projects. Support site rollouts, upgrades, and expansions. Work closely with other infrastructure and security teams ...