Quality and Escalation Manager

Responsibilities

• Own and nurture customer operational relationships to ensure high levels of satisfaction
• Act as the primary contact for operational and tactical issues, managing performance metrics, reporting, and escalations
• Manage expense and cost target commitments for all service delivery requirements
• Ensure performance goals are met across all service towers by identifying gaps and implementing corrective action plans
• Support the timely and cost-effective delivery of SLA requirements while managing scope and resources
• Proactively manage risks for low to medium risk projects
• Act as a team or project leader for small and medium delivery teams, providing technical and managerial direction
• Identify incremental revenue opportunities and contribute to account service delivery plans
• Ensure compliance with all legal, financial, ethical, and government-related policies

Requirements

• University Degree or equivalent combination of education and experience
• 1-3 years of relevant industry experience
• Strong knowledge of ITIL/ITSM frameworks
• Proven ability in crisis and conflict management
• Excellent communication, negotiation, and presentation skills
• Ability to apply business management and financial concepts to analyze business needs
• Experience leading cross-cultural and cross-functional teams

About the Company

HP is a global technology leader dedicated to reshaping the way the world works. We believe in the power of collective achievement and uphold a culture of respect and inclusion, empowering our team to build a better future through innovation and excellence.