Global Service Desk Escalation Lead

American Express Global Business Travel (GBT); Manila; On-site; PHP 800,000 - 1,600,000; Full time

Benefits offered by this job

Flexible benefits

Travel perks

Learning & development

Inclusion & diversity

Job summary

Amex GBT in Manila seeks a Global Service Desk Escalation Manager to lead escalations, monitor SLA adherence, and coordinate cross-functional response. You will oversee VIP tickets, backlogs, and service quality while partnering with multiple teams to mitigate risks and protect customer experience.

The role requires ITSM/ITIL expertise, global experience, and strong communication. Join a global team delivering reliable support and continuous improvement across regions.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years of experience in IT Service Management, Service Desk Operations, or Technical Support.
• 2+ years of experience managing escalations and service delivery.
• Strong understanding of ITIL-based support environments.
• Experience working in global support organizations.
• Experience using ITSM platforms.
• Excellent verbal and written communication skills.
• Strong stakeholder management and customer service skills.
• Ability to work across multiple teams without direct authority.

Responsibilities

• Own and manage operational escalations through to resolution.
• Monitor user-impacting issues and SLA compliance.
• Coordinate actions across multiple support teams and resolver groups.
• Provide enhanced oversight for executive and business-critical tickets.
• Identify opportunities to improve the end-user support experience.
• Produce operational reports related to escalations and backlog health.

Skills

ITIL-based support

Escalation management

Stakeholder management

Cross-functional collaboration

Communication skills

Education

Bachelor's degree or equivalent experience

Tools

ITSM platforms

ServiceNow

Power BI (preferred)

Job description

Amex GBT in Manila seeks a Global Service Desk Escalation Manager to lead escalations, monitor SLA adherence, and coordinate cross-functional response. You will oversee VIP tickets, backlogs, and service quality while partnering with multiple teams to mitigate risks and protect customer experience.

The role requires ITSM/ITIL expertise, global experience, and strong communication. Join a global team delivering reliable support and continuous improvement across regions.