Senior Service Delivery Escalation Manager
Astreya
London, United Kingdom
2d ago

Job Description

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.

Responsibilities :

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

Requirements :

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).

  • 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

    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

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