GSD Escalation Manager

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 is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

The Global Service Desk Escalation Manager is responsible for proactively managing customer escalations, service risks, aging tickets, SLA compliance, VIP support oversight, and cross-functional service coordination across a Global Service Desk operation. The role serves as the operational control point for customer-impacting issues, ensuring timely progression of tickets, resolution of service blockers, stakeholder communication, and protection of the overall customer experience. This role operates across multiple regions and support teams, partnering with Service Desk Team Leads, resolver groups, and business stakeholders to identify and mitigate operational risks before they become escalations.

Key Responsibilities

Service Escalation Management

• Own and manage operational escalations through to resolution.
• Monitor and proactively address user-impacting issues.
• Drive resolution activities 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 the ticket lifecycle.

SLA & Service Assurance Governance

• Monitor SLA and operational performance across the Service Desk.
• Identify tickets at risk of SLA breach and coordinate corrective actions.
• Analyze trends relating to ticket aging, backlog growth, and recurring escalations.
• Ensure adherence to Service Level Agreements and operational processes.
• Drive proactive remediation activities to reduce SLA risks.

Backlog & Queue Management

• Monitor open ticket queues and aging backlogs.
• Identify tickets requiring intervention due to inactivity or delayed progress.
• Work with Service Desk Team Leads to improve ticket movement.
• Conduct regular reviews of backlog health and escalation trends.
• Support backlog reduction initiatives.

VIP & Executive Support Oversight

• Provide enhanced oversight for executive and business-critical user tickets.
• Ensure timely communication and resolution progress for priority users.
• Coordinate with resolver teams to address business-impacting issues.
• Manage stakeholder expectations throughout the support lifecycle.

Customer Experience Management

• Monitor customer satisfaction trends and service feedback.
• Investigate customer complaints and recurring service concerns.
• Identify opportunities to improve the end-user support experience.

Collaboration Channel Monitoring

• Monitor Zoom channels for emerging risks and service concerns.
• Identify potential user escalations before formal escalation occurs.
• Monitor for signs of service degradation, customer dissatisfaction, and business impact.
• Coordinate responses and ensure appropriate ownership of concerns raised through collaboration channels.
• Provide visibility of emerging themes and operational risks to leadership.

Cross-Functional Service Coordination

• Facilitate coordination between Service Desk, Infrastructure, Applications, and vendors.
• Remove operational blockers impacting ticket progression.
• Ensure handoffs between support groups occur effectively.
• Drive accountability for actions and commitments across resolver teams.

Reporting & Continuous Improvement

• Produce operational reports related to escalations, SLA performance, backlog health, and customer experience.
• Identify recurring service issues and process improvement opportunities.
• Recommend improvements to workflows, knowledge management, and service delivery practices.

Qualifications

• Required 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, service delivery, or operational governance activities.
• Strong understanding of ITIL-based support environments.
• Experience working in global support organizations.
• Experience in 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.
• Preferred ITIL 4 Foundation Certification.
• ServiceNow Administrator or Advanced User experience.
• Experience with Power BI, or reporting platforms.
• Experience supporting global enterprise environments.
• Experience working in follow-the-sun support models.

Location: Manila, Philippines

Benefits and Culture

• health and welfare insurance plans
• retirement programs
• parental leave
• adoption assistance
• wellbeing resources to support you and your immediate family
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals
• over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first
• champion Inclusion in every aspect of our business at Amex GBT
• global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law. Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.