SC Escalation Manager

  • Location

    Bracknell, Berkshire

  • Sector:


  • Job type:


  • Salary:


  • Contact:

    James Concar

  • Contact email:

  • Job ref:


  • Published:

    10 months ago

  • Duration:

    3 Months

  • Expiry date:


  • Start date:


  • Client:


Escalation Manager (ITIL, Problem & Incident Management) - Bracknell - 3 Month Contract

My client, a global technology consultancy are looking to add an Escalation Manager to their ranks as part of a customer facing team based in Bracknell. The position will be on a contract basis until the end of 2019 initially and can offer a competitive daily rate.

Role Background:

  • The successful individual will be responsible for managing customer escalations for and problems or incidents via a ticketing system.
  • You will also be responsible for attending regular customer escalation/problem meetings as well as providing reporting and closing customer escalations in the most efficient and timely manner.
  • You will also be working with my clients teams to priortise more urgent problems and incidents to ensure smooth service delivery for the customer.

Essential Experience/Skills:

  • Candidates should have extensive experience of working within an Incident or Problem Management role in the past.
  • Prior experience of working in a customer facing environment ideally within the Defence sector would be ideal but is not essential for the position.
  • Candidates should also hold an ITIL Certification or be familiar working in an ITIL environment.
  • Any experience of working IT or Networking queries and a basic understanding of them would be beneficial.
  • Also any experience of working with high volume ticketing systems would also be an advantage.
  • A national security clearance is required for this role but candidates not holding this level of clearance will be considered.