Global Service Desk Escalation Lead

American Express Global Business Travel; Manila; On-site; PHP 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Health insurance

Retirement programs

Parental leave

Adoption assistance

Wellbeing resources

Travel perks

Learning platform access

Inclusion initiatives

Job summary

Amex GBT in Manila, Philippines, seeks a Global Service Desk Escalation Manager to proactively manage customer escalations and service risks across a global operation. You will ensure timely ticket progression, stakeholder communication, and protection of the customer experience.

You will partner with Service Desk Leads, resolver groups, and business stakeholders to mitigate operational risks and drive service improvements across regions.

Qualifications

• Bachelor's degree or equivalent experience required.
• 5+ years in ITSM, Service Desk Operations, or Technical Support.
• 2+ years in managing escalations or governance activities.
• Strong ITIL-focused background and global support experience.
• Experience with ITSM platforms and ServiceNow is preferred.
• Excellent communication and stakeholder management skills.

Responsibilities

• Own and manage operational escalations through to resolution.
• Monitor and address user-impacting issues proactively.
• Drive resolution for aging, stalled, and business-critical tickets.
• Coordinate actions across multiple support teams and resolver groups.
• Escalate risks and blockers to management when appropriate.
• Ensure clear ownership and accountability throughout ticket lifecycle.
• Provide enhanced oversight for VIP and executive tickets.
• Collaborate with cross-functional teams to improve service delivery.

Skills

ITIL

Stakeholder management

Communication

Global support experience

Power BI

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Power BI

Job description

Amex GBT in Manila, Philippines, seeks a Global Service Desk Escalation Manager to proactively manage customer escalations and service risks across a global operation. You will ensure timely ticket progression, stakeholder communication, and protection of the customer experience.

You will partner with Service Desk Leads, resolver groups, and business stakeholders to mitigate operational risks and drive service improvements across regions.