Role purpose Owns structured escalation paths and senior engineering representation — reducing management escalations and accelerating meaningful responses for the Customer operational organisation during transformation. Key responsibilities Run structured escalation paths between Customer operations and the transformation engineering team. Provide senior engineering representation in MIM / major incident calls. Author post-incident reviews and feed lessons into the Stability programme reporting. Required experience and qualifications Minimum 5 years as Escalation Manager / Senior Service Manager in enterprise IT. Demonstrable delivery on similar regulated client environments. Demonstrable delivery experience in a regulated industry — financial services, government, pharmaceuticals, energy or similar — including familiarity with change control, audit and compliance constraints. Experience working in a large, geographically distributed global organisation, comfortable operating across m...