Job Description
Escalation Manager
Role purpose
Owns structured escalation paths and senior engineering representation — reducing management escalations and accelerating meaningful responses for the Customer operational organisation during transformation.
Key responsibilities
- Run structured escalation paths between Customer operations and the transformation engineering team.
- Provide senior engineering representation in MIM / major incident calls.
- Author post-incident reviews and feed lessons into the Stability programme reporting.
Required experience and qualifications
- Minimum 5 years as Escalation Manager / Senior Service Manager in enterprise IT.
- Demonstrable delivery on similar regulated client environments.
- Demonstrable delivery experience in a regulated industry — financial services, government, pharmaceuticals, energy or similar — including familiarity with change control, audit and compliance...