Escalation Manager

Escalation Manager

Contract

3 Months+

My client is looking for a Escalation Manager, ideally ITIL certified, to work on an initial 3 month contract. the successful Escalation Manager will be a Self-starter, have great communication skills and will ideally be ITIL certified. They must be able to to demonstrate customer service Skills, work under time pressures and be able to work under limited supervision to achieve specific goals.

Job description:

• Manages service delivery to customer(s) in order to deliver contracted service commitments & continual service improvements.
• Accountable for forecasting and management of the account P&L (orders, revenue & margin), balance sheet, and cash.
• Actively owns service risks, controls service costs & improves productivity for customers.
• In conjunction with the customer identifies & defines requirements for new services. Ensures such services are professionally introduced & accepted into service.
• Proactively manages internal and external suppliers in a service partnership as 'one service team'.
• Owns the continual improvement of Service Delivery standards & practices.
• Manages the service delivery team delivering to the customer(s), driving development and effectiveness.
  
  

Key targets:

• Service performance meets service level agreement (SLAs).
• Service availability, continuity, security & capacity.
• Delivering to cost budget.
• Improving efficiency target.
• Customer satisfaction.
• Account / Sales growth targets

A national security clearance is required for this role but candidates not holding this level of clearance will be considered

Project People is acting as an Employment Business in relation to this vacancy.