4 of 4 Remote/Hybrid Escalation Management Jobs in the UK excluding London

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 ...

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 ...