Service Delivery Escalation Manager – 3 Month FTC

Our client, a leading managed service provider, is looking for an experienced Escalation Manager to support their Service Delivery Department. You will be the energetic force behind all service delivery customer escalations, driving teams in the business and 3rd party suppliers to ensure all escalations are resolved effectively. Additionally, the Escalation Manager will be required to complete root cause analysis on resolved service delivery escalations suggesting preventative actions into the business to mitigate risks to further customer deliveries.

Main duties:
• Complete daily critical review of escalations engaging with relevant departments across the company and relevant 3rd Party Suppliers
• Drive issues to resolution with a high sense of urgency
• Take the lead in developing action plans, internal status updates and customer communication during escalations
• Create a passion for “Customer Success” in challenging cross-functional situations.
• Report to Management on escalation progress
• Drive timely resolution of escalations working with Suppliers, team members and department heads to identify and manage any key issues or risks
• Manage weekly key supplier escalation calls
• Attend regular supplier service reviews where appropriate in conjunction with Supplier Manager
• Complete root cause analysis on resolved escalations working closely with the supplier manager and other department managers
• Feedback suggested areas for improvement into relevant business areas to prevent further escalations

Suitable candidates will have:
• Outstanding passion for customer service
• ITIL v3 and Project Management knowledge
• Good leadership skills
• Demonstrable experience of providing high level project administrative support or administrative support in a IT services environment
• Previous experience of working in a supervisory or team leader role or equivalent within a business to business IT and/or Telecoms service delivery environment
• Proven written and oral communication skills including excellent telephone skills
• Excellent interpersonal skills in communicating with staff at all levels of seniority both internally and customer facing, with the ability to form strong working relationships
• The ability to work accurately and proactively, with an eye to detail and to prioritise a complex and varied workload
• Ability to work as part of a team, with a flexible approach to work and willingness to learn
• Confident, proactive, hardworking and flexible
• Exceptional customer facing skills
• Experience of using MS Office applications

This is a full time position initially for a 3 month fixed term contract. If you want the opportunity to join a dynamic, forward thinking, successful organisation then don’t miss out,