Critical Situation Manager

TEKsystems; Remote; GBP 80,000 - 100,000; Full time

Job summary

A leading technology services company is seeking a Critical Situation Manager who will lead the response to high-priority customer escalations and incidents. This remote role focuses on ensuring rapid resolutions and maintaining executive-level communication while contributing to the improvement of business-critical incident management processes. The ideal candidate will excel in stakeholder management and have proven experience in effectively managing complex escalations across teams, making it a vital role in maintaining customer satisfaction.

Qualifications

• Experience managing critical customer escalations effectively.
• Ability to communicate assertively across all management levels.
• Strong organizational and action-oriented skills.

Responsibilities

• Lead and manage critical customer escalations through the CritSit process.
• Coordinate teams to accelerate resolution of complex issues.
• Mentor internal teams for consistent execution of the CritSit process.

Skills

Strong written and verbal communication skills

Experience in a customer-facing or escalation-focused role

Problem-solving abilities

Stakeholder management abilities

Collaboration skills

Job description

Job Title: Critical Situation Manager

Job Description

Join our dynamic team as a Critical Situation Manager, where you will lead the response to high priority customer escalations and incidents. Operating globally across EMEA, the Americas, and APAC, you will ensure consistent and high quality management of business‑critical incidents for strategic enterprise customers. Your role will focus on ensuring rapid resolution, maintaining executive‑level communication, and contributing to the continuous improvement of our global CritSit process. This position demands excellence in communication, stakeholder management, and cross‑team coordination.

Responsibilities

• Lead and manage critical customer escalations, ensuring adherence to the CritSit process.
• Drive timely and accurate communication while providing clear incident ownership.
• Coordinate technical and non‑technical teams to accelerate issue resolution.
• Provide internal visibility for complex, mission‑critical, or politically sensitive incidents.
• Identify systemic issues and expedite them to the appropriate engineering, process, or leadership groups.
• Engage confidently with customer and partner stakeholders, including senior executives.
• Mentor internal support teams to ensure consistent, high quality execution of the CritSit process.

Essential Skills

• Strong written and verbal communication skills.
• Demonstrated experience in a customer‑facing or escalation‑focused role.
• Background in incident management, customer success, or service delivery.
• Strong problem‑solving, negotiation, and stakeholder management abilities.
• Ability to communicate assertively and effectively across all management levels.
• Proven experience managing complex escalations across multiple teams.
• Strong collaboration skills with the ability to influence across functions.
• Highly organized, action‑oriented, and capable of driving critical issues to resolution.
• Broad understanding of relevant technologies (deep technical expertise not required).

Additional Skills & Qualifications

• Experience with incident management, major incidents, Azure, and networking.

Work Environment

This role is fully remote, offering flexibility and a balanced work‑life environment. You will engage with a broad range of enterprise clients, dealing with various critical issues.

Location

Reading, UK

Rate/Salary

28.00 GBP Hourly