Escalations Manager
Posted 2 days 5 hours ago by TEKsystems, Inc.
Our Global Enterprise Software client seeking a highly capable and proactive Escalations Manager to lead the resolution of complex client issues and ensure exceptional client satisfaction. This role is pivotal in maintaining client trust, managing critical incidents, and driving continuous improvement.
Responsibilities- Lead and manage a team in the client Embedded Services division, acting as the primary point for escalations.
- Develop and maintain strong relationships with senior stakeholders, ensuring effective communication and management.
- Provide technical support and oversee application and API support to enhance customer service.
- Coordinate on-call schedules with the team, ensuring coverage one week out of every four.
- Install and utilise the PagerDuty app for efficient on-call management.
- Impeccable English with strong verbal and written communication skills.
- Proven experience in senior stakeholder management.
- Technical support expertise, including application and API support.
- Strong customer service orientation.
- Experience in engineering and support roles.
- Desire and ability to convert to a permanent position after the contract period.
The role requires availability for UK working hours and proximity to a Sage office for potential permanent conversion. Team members will be on-call one week out of every four, utilising the PagerDuty app for seamless management.
LocationLondon, UK
Rate/Salary.00 GBP Daily
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