Astreya is seeking an experienced Senior Service Delivery Escalation Manager based in London, United Kingdom, who will act as the key support point for customers throughout a service delivery escalation
Reporting to the VP of Global Delivery & Operations the Sr. Service Delivery Escalation Manager will manage and enhance a defined escalation process to handle customer issues that otherwise consume management cycles and impact overall program productivity.
The Delivery Escalation Manager will manage the escalation process end to end, taking direct ownership of associated customer communications where appropriate.
The Escalation Manager is a driven individual who takes ownership of issues through to resolution, their tenacity and enthusiasm, effective use of our tools, systems and processes make them a trusted advisor The Delivery Escalation Manager will be a key support role for the Service Delivery Management team by managing customer escalations across all business units.
The successful candidate requires both an innovative mindset and the ability to leverage and marshall cross-functional resources to drive a successful outcome.
The Escalation Manager will act as an escalation point for Customers, 3rd party service providers and internal teams, for all Service Delivery related issues affecting customer satisfaction.
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
You are able to communicate and influence to the highest levels, possessing leadership qualities and the ability to galvanize other internal teams to help improve the customer experience and customer satisfaction
You are can-do and non-defensive; results driven you are able to work with confidence in challenging 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 escalation meetings
Attend regular operations review meeting
Complete root cause analysis on resolved escalations working closely with the service management team
Feedback suggested areas for improvement into relevant business areas to prevent further escalations
While no direct people management responsibilities are required of this role, you are able to manage well without authority and galvanise virtual teams to produce results
Able to self-manage and function within your own team and virtual teams, develop positive working relationships, Open, honest and trustworthy
You work collaboratively and as one team. You take ownership and are reliable
Bachelor’s Degree or equivalent; a Master's Degree is a plus
Minimum of 5 years of IT Service Management and Operational experience.
Demonstrated experience in customer service focused on escalation management
Ability to build relationships across all levels within the Astreya organization
Excellent communication skills (to include good public speaking ability and strong writing skills).
Confident, proactive, hardworking and flexible
Exceptional customer facing skills
Must be self-motivated
Strong analytical / problem solving skills.
Proficiency in Google docs and / or Microsoft Office products including Outlook, Access, Word, and Excel.
Experience with ServiceNow, Remedy or similar IT Service Management products
Demonstrable team leadership training / experience
ITIL v3 Foundations