Escalation Manager

Escalation Manager - Contract - Bracknell, Berkshire.

A global IT services company is searching for an Escalation Manager to join their team in Bracknell on a rolling contract basis.

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

We are searching for an Escalation Manager who is a self-starter, has strong communication skills and ideally ITIL certification. Candidates must be able to to demonstrate good customer service Skills, the ability to work under pressure and be able to work under limited supervision to achieve specific goals.

Role:

• 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

To apply, please send your CV to leanne.summers@projectpeople.com

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