{"id":297897,"url":"https://alion.io/job/ahead-client-assurance-resolution-leader","title":"IT Services Escalation Manager","company":{"id":3614,"name":"AHEAD","domain":"ahead.com","url":"https://alion.io/company/ahead","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":74,"open_postings":39,"ghost_share":0,"stale_share":0.821,"repost_share":0,"time_to_fill_p50_days":74,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":130000,"max":180000,"currency":"USD","period":"year","gross":null,"usd_annual":180000},"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":false},{"name":"ITIL","optional":false},{"name":"Mandiant capa","optional":false}],"status":"live","first_seen_at":"2026-07-13T16:39:03Z","employer_posted_date":"2026-07-13","last_verified_at":"2026-11-02T06:50:14Z","board_verified":true,"closed_at":null,"days_open":111,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":111},"description":"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.\nThis 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.\nRoles & Responsibilities\nEscalation Leadership & Resolution Management\nLead critical, high-impact client escalations from initiation through closure, ensuring containment, clarity, and complete resolution.\n\nServe as the single point of accountability for escalation resolution, coordinating cross-functional response teams across Engineering, Delivery, Operations, and Client Success.\n\nProvide structured escalation management, including clear recovery plans, ownership assignments, and communication cadences.\n\nFacilitate daily or weekly stand-ups, executive briefings, and client updates for active escalations.\n\nQuality Management & Root Cause Analysis\nDrive structured Root Cause Analysis (RCA)and Corrective and Preventive Action (CAPA)for all major client incidents.\n\nEmbed quality management practices in every stage of escalation handling, ensuring data-driven and sustainable resolutions.\n\nPartner with Product, Service Delivery, and Quality teams to identify recurring issues and integrate findings into the AHEAD Quality Management System (QMS).\n\nLead post-incident reviews and “lessons learned” sessions to strengthen AHEAD’s quality culture and client assurance model.\n\nContinual Improvement & Process Excellence\nIdentify systemic challenges, process gaps, and improvement opportunities across escalation management and service delivery.\n\nCollaborate with the Continual Improvementand Operational Excellenceteams to enhance Client Assurance processes, tools, and frameworks.\n\nDevelop and execute improvement plans aligned with AHEAD’s CX Quality Objectives, measuring outcomes through defined KPIs (e.g., time-to-resolution, CSAT, recurrence rates).\n\nPromote knowledge sharing, best practices, and proactive risk mitigation across teams to prevent future escalations.\n\nClient Communication & Advocacy\nAct as a trusted advisor and advocate for clients, ensuring transparent, empathetic, and outcome-oriented communication throughout the resolution process.\n\nRepresent client perspectives in internal governance meetings and improvement forums.\n\nReinforce client trust by ensuring accountability, responsiveness, and continuous follow-up until full closure.\n\nGovernance, Metrics & Reporting\nTrack and analyze escalation performance metrics including time-to-resolution, RCA completion, and post-resolution client satisfaction.\n\nPrepare and present executive summaries and performance insights to leadership and governance boards.\n\nEnsure alignment with AHEAD’s Client Assurance Program, Quality, and Service Excellence standards.\n\nContribute to quarterly and annual program reviews to highlight systemic improvements and quality outcomes.\n\nQualifications\nEducation and Experience\nBachelor’s degree in Engineering, Information Technology, Business, or related field (Master’s preferred).\n\n8+ years of experience in Client Experience, Technical Support, Quality Management, or Service Operations leadership roles within IT services or consulting.\n\nProven success managing complex client escalations and driving cross-functional process improvement initiatives.\n\nKnowledge, Skills, Abilities\nStrong understanding of AHEAD’s technology, cloud, and service delivery ecosystem.\n\nExpertisein RCA, CAPA, ITIL, and continual improvement methodologies(Lean, Six Sigma, or equivalent).\n\nExcellent leadership, facilitation, and executive communication skills.\n\nAnalytical, data-driven thinker with the ability to translate insights into actionable improvements.\n\nHighly organized, with the ability to manage multiple priorities under pressure.\n\nSkilled at fostering a culture of accountability, learning, and continuous 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