Sobre este puesto de IT Services Escalation Manager en Thinkahead
The IT Services Escalation Manager (internally known as Client Assurance Resolution Leader), is responsible for driving the end-to-end management and resolution of critical client escalations while advancing quality, operational excellence, and continual improvement across AHEAD’s Service Deliver organization.
This role ensures that client-impacting issues are swiftly contained, root causes are identified, and long-term corrective actions are implemented through disciplined quality and service improvement practices. The Resolution Leader acts as the central point of accountability during high-visibility situations—bridging AHEAD’s delivery, engineering, and client success teams to restore confidence, strengthen relationships, and drive sustainable improvements.
Roles & Responsibilities
Escalation Leadership & Resolution Management
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Lead critical, high-impact client escalations from initiation through closure, ensuring containment, clarity, and complete resolution.
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Serve as the single point of accountability for escalation resolution, coordinating cross-functional response teams across Engineering, Delivery, Operations, and Client Success.
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Provide structured escalation management, including clear recovery plans, ownership assignments, and communication cadences.
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Facilitate daily or weekly stand-ups, executive briefings, and client updates for active escalations.
Quality Management & Root Cause Analysis
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Drive structured Root Cause Analysis (RCA) and Corrective and Preventive Action (CAPA) for all major client incidents.
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Embed quality management practices in every stage of escalation handling, ensuring data-driven and sustainable resolutions.
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Partner with Product, Service Delivery, and Quality teams to identify recurring issues and integrate findings into the AHEAD Quality Management System (QMS).
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Lead post-incident reviews and “lessons learned” sessions to strengthen AHEAD’s quality culture and client assurance model.
Continual Improvement & Process Excellence
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Identify systemic challenges, process gaps, and improvement opportunities across escalation management and service delivery.
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Collaborate with the Continual Improvement and Operational Excellence teams to enhance Client Assurance processes, tools, and frameworks.
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Develop and execute improvement plans aligned with AHEAD’s CX Quality Objectives, measuring outcomes through defined KPIs (e.g., time-to-resolution, CSAT, recurrence rates).
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Promote knowledge sharing, best practices, and proactive risk mitigation across teams to prevent future escalations.
Client Communication & Advocacy
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Act as a trusted advisor and advocate for clients, ensuring transparent, empathetic, and outcome-oriented communication throughout the resolution process.
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Represent client perspectives in internal governance meetings and improvement forums.
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Reinforce client trust by ensuring accountability, responsiveness, and continuous follow-up until full closure.
Governance, Metrics & Reporting
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Track and analyze escalation performance metrics including time-to-resolution, RCA completion, and post-resolution client satisfaction.
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Prepare and present executive summaries and performance insights to leadership and governance boards.
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Ensure alignment with AHEAD’s Client Assurance Program, Quality, and Service Excellence standards.
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Contribute to quarterly and annual program reviews to highlight systemic improvements and quality outcomes.
Qualifications
Education and Experience
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Bachelor’s degree in Engineering, Information Technology, Business, or related field (Master’s preferred).
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8+ years of experience in Client Experience, Technical Support, Quality Management, or Service Operations leadership roles within IT services or consulting.
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Proven success managing complex client escalations and driving cross-functional process improvement initiatives.
Knowledge, Skills, Abilities
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Strong understanding of AHEAD’s technology, cloud, and service delivery ecosystem.
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Expertise in RCA, CAPA, ITIL, and continual improvement methodologies (Lean, Six Sigma, or equivalent).
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Excellent leadership, facilitation, and executive communication skills.
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Analytical, data-driven thinker with the ability to translate insights into actionable improvements.
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Highly organized, with the ability to manage multiple priorities under pressure.
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Skilled at fostering a culture of accountability, learning, and continuous improvement.
