Service Excellence Manager - Bridgend

Job Responsibilities

• Act as the primary point of escalation for major service incidents raised by internal teams and external partners.
• Own high-priority escalations end-to-end, coordinating Helpdesk and technical resources to achieve rapid, high-quality resolution.
• Communicate clearly and professionally with partners and stakeholders during high-impact situations.
• Conduct post-incident reviews, perform root cause analysis, and ensure corrective actions are implemented and documented.
• Identify trends in escalations, SLAs, partner feedback and ticket data to drive continuous improvement.
• Maintain a high standard of documentation, including escalation notes, corrective actions, and service improvement plans.