Blupace Tech
Escalation Manager -SIAM
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Why join us?
BlupaceTech is a world-class IT development company that strives to improve its processes constantly. The company has been in business since 2008 and employs over 160+ people in more than 4 countries. Blupace provides innovative software solutions for businesses of all sizes, with a focus on Web & Mob Applications, e-commerce websites, data & Analytics, Field services, and more. We are passionate about developing innovative technology solutions that make a difference. We have the expertise and experience to provide custom-tailored solutions for your business, whatever your field may be. Our team is dedicated to providing you with the best possible service, and we are always looking for new ways to improve our products and services. We operate in different locations which includes UK, France, Germany, and Belgium.
Where you’ll be working:
We are looking for a Service Integration & Management (SIAM) Escalation Manager with 7+ yrs of exp.
- Looking for Immediate joiners
- It is an Onsite Opportunity
- Work locations - London
- Tenure - 12 months
- No Sponsorship provided for this role.
Escalation Management Lead / Manager
Role within a SIAM function should focus on end-to-end management of major issues, cross-supplier coordination, governance, and service restoration.
Key Responsibilities:
The SIAM Escalation Manager is responsible for leading and coordinating the resolution of business-critical incidents, service disruptions, and supplier escalations across a multi-vendor IT environment. The role acts as the central point of control during high-priority situations, ensuring rapid restoration of services, effective stakeholder communication, cross-functional collaboration, and continual improvement of escalation processes.
The role is accountable for managing operational risks, driving supplier accountability, facilitating decision-making during service crises, and maintaining customer confidence through proactive communication and governance.
Major Incident & Escalation Management
- Own and manage the lifecycle of critical incidents and escalations from identification through closure.
- Lead Major Incident Management (MIM) bridges involving multiple suppliers, support teams, and business stakeholders.
- Ensure rapid mobilization of technical teams and suppliers during service-impacting incidents.
- Drive restoration activities and coordinate resolution efforts across suppliers and internal teams.
- Escalate risks, blockers, and business impacts to leadership when required.
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Cross-Supplier Coordination
- Coordinate multiple service providers to ensure seamless end-to-end service recovery.
- Manage supplier interdependencies during incidents and service disruptions.
- Eliminate operational silos and ensure collaborative working among suppliers.
- Facilitate effective communication between support teams, service providers, and business stakeholders.
Stakeholder Management & Communications
- Act as the single point of contact for critical escalations.
- Provide regular executive and business updates during major incidents.
- Ensure timely communication of service impact, mitigation plans, and recovery progress.
- Manage customer expectations throughout the escalation lifecycle.
- Prepare management summaries and executive incident reports.
Governance & Service Assurance
- Ensure adherence to Incident, Major Incident, Problem, Change, and Risk Management processes.
- Monitor incident handling effectiveness across suppliers.
- Conduct operational reviews and escalation governance meetings.
- Ensure compliance with organizational policies, SLAs, OLAs, and governance frameworks.
- Track and report escalation trends and service performance.
Problem Management & Continuous Improvement
- Lead Post Incident Reviews (PIR) and Root Cause Analysis (RCA) activities.
- Ensure corrective and preventive actions are implemented and tracked.
- Identify recurring issues and drive permanent fixes with suppliers and technical teams.
- Recommend improvements to escalation workflows, governance, monitoring, and automation.
- Contribute to reduction of recurring P1/P2 incidents across the service ecosystem.
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Required Skills & Competencies
Service Management
- Strong understanding of ITIL Service Management practices.
- Expertise in Incident, Major Incident, Problem, Change, and Risk Management.
- Experience working in SIAM or multi-supplier environments.
- Strong understanding of ServiceNow or equivalent ITSM tools.
Leadership & Communication
- Exceptional stakeholder management skills.
- Strong facilitation and crisis management capabilities.
- Excellent written and verbal communication skills.
- Ability to influence suppliers and technical teams without direct authority.
- Strong executive communication and reporting skills.
Analytical & Operational Skills
- Strong analytical and problem-solving abilities.
- Ability to perform impact assessments and risk analysis.
- Strong decision-making under pressure.
- Ability to coordinate large-scale restoration efforts in complex environments.
Qualifications
- Bachelor's degree in Information Technology, Engineering, Computer Science, or related discipline.
- ITIL Foundation certification (mandatory).
- ITIL Managing Professional, SIAM Foundation, or equivalent certification (preferred).
- ServiceNow certification (preferred).
Experience
- 8-15 years of IT Service Management, Operations Management, or Service Delivery experience.
- Minimum 5 years managing Major Incidents and critical business escalations.
- Experience in global, multi-vendor, enterprise environments.
- Proven experience managing executive-level communications during service outages.
Key Performance Indicators (KPIs)
- Reduction in Mean Time to Restore Service (MTRS).
- Improvement in Major Incident resolution timelines.
- Reduction in repeat incidents and recurring escalations.
- SLA compliance during critical incidents.
- Customer Satisfaction (CSAT) related to incident handling.
- Completion and closure of RCA actions within agreed timelines.
- Reduction in supplier-related escalations and operational risks.
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