IT Services Escalation Manager

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

• Lead critical, high-impact client escalations from initiation through closure, ensuring containment, clarity, and complete resolution.

• Serve as the single point of accountability for escalation resolution, coordinating cross-functional response teams across Engineering, Delivery, Operations, and Client Success.

• Provide structured escalation management, including clear recovery plans, ownership assignments, and communication cadences.

• Facilitate daily or weekly stand-ups, executive briefings, and client updates for active escalations.

Quality Management & Root Cause Analysis

• Drive structured Root Cause Analysis (RCA)and Corrective and Preventive Action (CAPA)for all major client incidents.

• Embed quality management practices in every stage of escalation handling, ensuring data-driven and sustainable resolutions.

• Partner with Product, Service Delivery, and Quality teams to identify recurring issues and integrate findings into the AHEAD Quality Management System (QMS).

• Lead post-incident reviews and “lessons learned” sessions to strengthen AHEAD’s quality culture and client assurance model.

Continual Improvement & Process Excellence

• Identify systemic challenges, process gaps, and improvement opportunities across escalation management and service delivery.

• Collaborate with the Continual Improvementand Operational Excellenceteams to enhance Client Assurance processes, tools, and frameworks.

• 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).

• Promote knowledge sharing, best practices, and proactive risk mitigation across teams to prevent future escalations.

Client Communication & Advocacy

• Act as a trusted advisor and advocate for clients, ensuring transparent, empathetic, and outcome-oriented communication throughout the resolution process.

• Represent client perspectives in internal governance meetings and improvement forums.

• Reinforce client trust by ensuring accountability, responsiveness, and continuous follow-up until full closure.

Governance, Metrics & Reporting

• Track and analyze escalation performance metrics including time-to-resolution, RCA completion, and post-resolution client satisfaction.

• Prepare and present executive summaries and performance insights to leadership and governance boards.

• Ensure alignment with AHEAD’s Client Assurance Program, Quality, and Service Excellence standards.

• Contribute to quarterly and annual program reviews to highlight systemic improvements and quality outcomes.

Qualifications

Education and Experience

• Bachelor’s degree in Engineering, Information Technology, Business, or related field (Master’s preferred).

• 8+ years of experience in Client Experience, Technical Support, Quality Management, or Service Operations leadership roles within IT services or consulting.

• Proven success managing complex client escalations and driving cross-functional process improvement initiatives.

Knowledge, Skills, Abilities

• Strong understanding of AHEAD’s technology, cloud, and service delivery ecosystem.

• Expertisein RCA, CAPA, ITIL, and continual improvement methodologies(Lean, Six Sigma, or equivalent).

• Excellent leadership, facilitation, and executive communication skills.

• Analytical, data-driven thinker with the ability to translate insights into actionable improvements.

• Highly organized, with the ability to manage multiple priorities under pressure.

• Skilled at fostering a culture of accountability, learning, and continuous improvement.