Escalation Manager

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.