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.