13 of 13 Remote/Hybrid Escalation Management Jobs

Role: IT Service Management Coordinator Location: London, UK (Hybrid) Contract: 6 months Working Shifts: Full-time Monday to Friday Overview We are seeking an experienced and proactive Service Management Specialist to support and enhance operational service delivery across a multi-functional technology support environment. This role will … support services are delivered effectively across the UK technology landscape. This is an excellent opportunity for a service-focused professional with strong IT Service Management (ITSM) knowledge, stakeholder management capability, and operational support experience within a fast-paced enterprise environment. Key Responsibilities Lead and participate in monthly stakeholder ...

/L2/L3 as applicable). Be accountable for availability, reliability, performance, and recoverability of all in-scope services. Act as the final escalation point for Major Incidents, service risks, and operational failures. Service Reliability & Operations (SRE Focus) Define, own, and govern SLO, service health metrics. Ensure proactive … boundaries across teams. Build a high-performing, accountable ops culture with clear KPIs. Manage on-call, rota, and support coverage models. Incident, Problem & Change Management Own major incident management, stakeholder communication, and service recovery. Ensure effective problem management with trend analysis and long-term fixes. Govern change ...

scalable systems. The role oversees Microsoft Azure, Entra ID, Microsoft 365, Intune, and Defender, with a strong emphasis on performance, licensing, and cloud cost management (FinOps). You will lead on cyber security operations, including monitoring, incident response, MDR platforms, patching, backups, and disaster recovery, ensuring robust resilience across … Trust The role also includes oversight of Microsoft server environments, 3rd line support operations, SLA performance, and escalation management, alongside responsibility for security reviews, compliance, and risk management. In addition, you will manage vendor relationships, support project delivery, and contribute to continuous service improvement, while developing and supporting ...

Priority 1 incidents Coordinate internal teams and third-party vendors Provide clear communications to customers and leadership Manage resolution and post-incident reviews Escalation Management Final escalation point for complex multi-client incidents Perform root cause analysis and implement permanent fixes Prevent recurrence through corrective actions Customer … Technical Relationship Participate in service reviews and escalation calls Handle sensitive situations professionally Build trust with high-demand customers Support key customers onsite when required Advanced Troubleshooting & Continuous Improvement Diagnose complex infrastructure, cloud, networking, and identity issues Work in multi-tenant MSP environments Mentor Level 1 and Level ...

Service Management Specialist (Contract) Location: London, UK (Hybrid - 2 days per week in office) Duration: 6 Months (Approx. 24 weeks) Start Date: Mid-June 2026 Hours: 40 hours/week Role Overview We are seeking an expert-level IT Service Management (ITSM) Specialist for a 6-month contract. … liaison between internal stakeholders, the global service desk, and external vendors to ensure high-quality service alignment with business needs. Key Responsibilities Performance & KPI Management: Lead monthly stakeholder and vendor KPI review meetings to monitor service performance, track trends, and address operational concerns. Data Analysis & Reporting: Extract and analyze ...

Lead the Service Desk operation across IT and network service portfolios Drive operational KPIs including SLA performance, customer satisfaction, ticket quality, and escalation management Oversee incident and major incident management, ensuring clear communication and rapid resolution Coach, develop, and manage a high-performing support team Improve ITIL … aligned processes including Incident, Problem, Request, and Knowledge Management Work closely with Network Operations, Engineering, Security, and third-party vendors Produce service reporting, identify trends, and implement continuous improvement initiatives Ensure effective use of ITSM tooling and maintain governance and compliance standards You’ll work closely with internal operational ...

systems - Clearing and settlement processes - Interface integrations (APIs, message flows) - Ensure systems meet **resilience, availability, and security requirements** in high-availability environments. **Stakeholder & Governance Management** - Act as the primary interface for **business, cyber security, engineering, and infrastructure stakeholders**. - Lead governance forums including: - Steering committees - Status reporting - Risk … escalation management - Ensure clear communication of **risks, dependencies, and delivery progress**. **Risk, Change & Cost Management** - Identify and mitigate **technical, operational, and regulatory risks**. - Manage **change control processes** and scope evolution. - Define and track **cost estimates and budget implications** for remediation activities. - Ensure **auditability and compliance ...

empower our people by providing them with the right tools to achieve the autonomy they need - it's what makes us unique. The Resource Management Team Leader plays a critical leadership role within the RMO, ensuring the efficient and timely allocation of resources across all project types. This role … oversees day‐to‐day staffing operations, drives global process consistency, manages whitespace, and serves as the primary escalation point for conflicts and complex staffing needs. Key Responsibilities 1. Leadership & Operational Oversight Be the independent staffing engine for Professional Services business. Lead daily staffing operations and ensure high‐quality, consistent ...

customer experience tools is a plus Analytical mindset with strong problem‐solving, prioritisation, and decision‐making skills Adaptability and resilience – comfortable switching between enablement, escalation management, and direct delivery depending on what the situation requires Passion for technology, AI, and helping customers succeed – whether that’s through your … support How Will I Be Measured Partner delivery quality – Are partner‐led deployments meeting Intercom’s methodology standards and achieving target automation rates? Escalation resolution – Are technical partner escalations being resolved quickly and effectively, keeping deployments on track? Enablement impact – Are partners demonstrating improved capability and independence ...

plans, milestones, interdependencies, and key delivery risks Align global, regional, and third-party contributors to ensure consistent execution Enable effective governance through clear reporting, escalation management, and progress tracking Monitor programme scope, financials, and scheduling to ensure control and accountability Support critical delivery stages including system validation, readiness ...

environments for employees across the organisation. Key Responsibilities of IT Support Team Leader: Lead IT Support operations (1st - 3rd line) and act as senior escalation point. Deputise for the IT Manager and support wider IT leadership duties. Manage major incidents, ensuring clear communication and effective resolution. Oversee ITSM processes … CMDB. Monitor service performance and produce KPI and trend reporting. Support Microsoft 365, Azure and Cisco Meraki environments. Ensure secure configuration, identity/access management and resilience. Support disaster recovery planning, testing and reporting. Maintain CMDB accuracy and manage IT asset lifecycle. Approve technical changes and minimise service disruption. ...

environments for employees across the organisation. Key Responsibilities of IT Support & Systems Lead: Lead IT Support operations (1st - 3rd line) and act as senior escalation point. Deputise for the IT Manager and support wider IT leadership duties. Manage major incidents, ensuring clear communication and effective resolution. Oversee ITSM processes … CMDB. Monitor service performance and produce KPI and trend reporting. Support Microsoft 365, Azure and Cisco Meraki environments. Ensure secure configuration, identity/access management and resilience. Support disaster recovery planning, testing and reporting. Maintain CMDB accuracy and manage IT asset lifecycle. Approve technical changes and minimise service disruption. ...

tickets, ensuring high-quality resolution and communication. Manage performance, KPIs, and output of the 2nd Line function, ensuring consistent SLA delivery. Maintain control of escalation queues, backlog, and technical quality. Work with Team Leaders to ensure consistent standards in ticket handling, prioritisation, and resolution. Regularly engage with Team Leaders … Team Leaders through regular engagement, feedback, and support. Operational Awareness Stay close to day-to-day challenges, risks, and workload pressures. KPI & Data-Driven Management Use performance data to target action and improve outcomes. Process Ownership & Improvement Design and refine practical, efficient service processes. Judgement & Decision Making Make informed ...