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...