Escalation Manager - Delivery Excellence

Escalation Manager

Why WWT

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

With over 12,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work for its unique blend of determination, innovation and creating a great place to work for all.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What will you be doing?

The Escalation Manager serves as the operational lead for managing complex, high-visibility delivery issues. This individual plays a pivotal role in rapidly stabilizing projects, restoring customer and stakeholder confidence, and driving remediation efforts grounded in root cause analysis. The role demands a proactive, analytical, and influential program management professional capable of operating in dynamic, cross-functional environments.

Key Responsibilities:

Escalation Triage & Intake

1. Assess and validate incoming escalation requests using structured severity criteria.
2. Confirm alignment with financial thresholds, customer impact, and executive visibility.
3. Collaborate with project teams to clarify scope, delivery model, and assumptions.

Issue Assessment & Root Cause Analysis

1. Lead discovery sessions with delivery teams, technical SMEs, and stakeholders.
2. Identify breakdowns in governance, scope, planning, communication, or execution.
3. Document technical, process, or financial root causes with supporting evidence.

Remediation Planning & Execution

1. Design and document action-oriented remediation plans with ownership, deadlines, and success metrics.
2. Secure plan approval from I&E leadership and coordinate cross-functional execution.
3. Monitor progress, adjust actions as needed, and track recovery against defined outcomes.

Program Management Oversight

1. Provide escalation-level project governance (dashboards, RAID logs, comms plans).
2. Identify risks to cost recovery or financial exposure and advise on mitigations (e.g., change orders, repricing).

Communication & Stakeholder Engagement

1. Deliver clear, frequent updates to internal and executive stakeholders.
2. Act as liaison between project, customer (where applicable), and leadership during escalation.
3. Drive lessons learned and continuous improvement back into delivery practices.

Program Management Expertise

1. 8+ years in project/program management within technical service delivery environments.
2. Strong background in managing cross-functional programs with financial and customer accountability.
3. Experience working in escalations or critical recovery projects is strongly preferred.

Analytical & Operational Skills

1. Skilled in root cause analysis, financial management, and risk mitigation.
2. Comfortable with ambiguity and rapid data collection across multiple sources.
3. Demonstrated ability to turn chaos into structure under pressure.

Leadership & Communication

1. Strong leadership presence with the ability to influence without authority.
2. Excellent verbal and written communication tailored to executives and frontline staff.
3. Capable of commanding a room (or bridge call) with clarity, urgency, and respect.

Process & Governance Orientation

1. Deep understanding of PMO standards, SOW interpretation, success criteria definition, and operational workflows.
2. Familiarity with tiered escalation handling, engagement models, and playbooks.

Ideal Personality Traits & Motivation:

1. Proactive & Solution-Oriented: Seeks resolution, not blame. Moves fast to triage and stabilize.
2. Structured but Adaptive: Balances process rigor with flexibility when urgency demands.
3. Customer-Centric: Understands business and brand impact; acts as a steward of reputation.
4. Collaborative & Diplomatic: Builds consensus while holding stakeholders accountable.
5. Resilient & Composed: Maintains clarity in high-pressure, politically sensitive situations.
6. Curious & Improvement-Focused: Always looking for patterns, feedback, and opportunities to improve.

Success in this Role Looks Like:

1. Timely containment and resolution of escalated issues
2. Clear recovery plans with measurable outcomes
3. Positive feedback from internal and external stakeholders
4. Documented lessons learned and improvements to delivery practices
5. Reduced recurrence of similar issues due to proactive risk identification

Want to learn more about Infrastructure Services? Check us out on our platform: Infrastructure Services

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

World Wide Technology is an Equal Opportunity Employer. We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!

Preferred locations: MO, FL, NC, TX, AZ, MA, VA, AL, LA, GA, MN, OH, MI, WI, IA, SC