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 constraints.
- Experience working in a large, geographically distributed global organisation, comfortable operating across multiple time zones and cultural contexts.
- Experience working within a globally distributed team, collaborating effectively across multiple time zones and cultural contexts.
- Excellent written and verbal communication skills; able to engage with senior stakeholders and translate technical detail for non-technical audiences.
- Comfortable working in a hybrid client/partner team with clear ownership boundaries.
Technical skills
- Problem and Incident management — telemetry-led detection, ticket analysis, KB uplift.
- Root Cause Analysis tooling and fix delivery integrated with engineering release management.
- Observability platforms — Nexthink, Microsoft 365 admin telemetry, monitoring stacks.
- Escalation management aligned to Customer ITSM standards.
Desirable
- Banking or finance experience.
- Experience in role, delivering complex, global End User transformation in a regulated industry.
