Description
Critical Situation Manager required to join a team that leads the response to high priority customer escalations/incidents. The team operates globally across EMEA, Americas, and APAC, ensuring consistent, high quality management of business critical incidents for strategic enterprise customers. The role ensures rapid resolution, maintains executive level communication, and contributes to continuous improvement of the global CritSit process.
£47,000 Annual Salary
This position requires excellence in communication, stakeholder management, and cross team coordination.
Candidates must be citizens of the UK, USA, Canada, Australia, or New Zealand and must be based in the UK.
Key Responsibilities
Critical Situation Ownership
Lead and manage critical customer escalations, ensuring adherence to the CritSit process.
Drive timely, accurate communication and provide clear incident ownership.
Coordinate technical and non technical teams to accelerate issue resolution.
Visibility & Escalation Management
Provide internal visibility for complex, mission critical, or politically sensitive incidents.
Identify systemic issues and escalate them to the appropriate engineering, process, or leadership groups.
Cross Group Communication & Leadership
Engage confidently with customer and partner stakeholders, including senior executives.
Mentor internal support teams to ensure consistent, high quality execution of the CritSit process.
Required Experience, Skills and Qualifications
Strong written and verbal communication skills.
Demonstrated Experience in a customer facing or escalation focused role.
A background in incident management, customer success and 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 Microsoft technologies (deep technical expertise not required).
Skills
* incident management
* major incident
* Azure
* Widnows
* Network
Employee Value Proposition
Exposure to range of enterprise clients with a wide range of critical issues
18mth intent
Fully remote
Job Title: Critical Situation Manager
Location: England, UK
Job Type: Contract
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