Escalation Manager -SIAM

Blupace Tech; Greater London; On-site; GBP 70,000 - 110,000; Full time

Job summary

BlupaceTech is seeking an experienced SIAM Escalation Manager for an onsite role in London. You will lead end-to-end escalation management across a multi-vendor IT environment, coordinating with suppliers and internal teams to restore services quickly and maintain stakeholder confidence.

The ideal candidate has 8–15 years in IT service management, strong ITIL/SIAM credentials, and hands-on experience with Major Incident Management and ServiceNow.

Qualifications

• Bachelor's degree in Information Technology, Engineering, Computer Science, or related field.
• ITIL Managing Professional or SIAM Foundation certification preferred.
• 8+ years in IT service management or operations.
• Experience managing major incidents in a multi-vendor environment.

Responsibilities

• Lead end-to-end escalation management for critical incidents.
• Coordinate across multiple suppliers and internal teams.
• Ensure rapid service restoration and clear stakeholder communication.
• Governance, risk, and post-incident reviews.
• Drive continuous improvement of escalation processes.

Skills

ITIL

SIAM

ServiceNow

Incident management

Major incident management

Stakeholder management

Cross-functional coordination

Leadership

Education

Bachelor's degree in IT/Engineering

SIAM Foundation

Tools

ServiceNow

Job description

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 Service Integration & Management (SIAM) Escalation Manager with 7+ yrs of exp
• Looking for Immediate joiners
• It is an Onsite Opportunity
• Work locations - London
• 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.

• 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
• 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.

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

• 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.
• Ability to coordinate large-scale restoration efforts in complex environments

Qualifications

• Bachelor's degree in Information Technology, Engineering, Computer Science, or related discipline.
• 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.

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.
• Customer Satisfaction (CSAT) related to incident handling.
• Completion and closure of RCA actions within agreed timelines.
• Reduction in supplier-related escalations and operational risks