Critical Care Escalation Manager
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Critical Care Escalation Manager at Civica: Melbourne, Австралія; Гібридно; Повна зайнятість; Lead; Підтримка та успіх клієнтів. JobGrid adds normalized role facts, source context, and a path to the employer application page so candidates can compare the listing before applying.
- Location and workplace: Melbourne, Австралія, Гібридно
- Role classification: Підтримка та успіх клієнтів, Повна зайнятість, Lead
- Source freshness: checked by JobGrid on 2026-05-27.
- Application path: candidates continue to the employer application page with non-personal referral tags.
We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.
Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on over 21 years of continuous growth and success, we’re at a pivotal point on our journey to realise that aspiration.
As a company, we are passionate about what we do and the citizens we help to serve. Civica provides an environment where technology is used purposefully to improve outcomes for communities, while supporting individuals to grow, develop and deliver meaningful impact in their careers.
Why you will love this opportunity as a Critical Care Escalation Manager at Civica
This role is central to protecting and strengthening Civica’s customer relationships during moments that matter most. It provides direct ownership of high-priority customer situations, ensuring critical issues are managed with urgency, precision and accountability from initiation through to resolution.
You will operate at the intersection of customer engagement and operational delivery, partnering with cross-functional teams across Support, Service Delivery, Engineering, Product and Sales to coordinate effective and timely outcomes. The role requires strong judgement, clear communication and the ability to navigate complex, high-pressure situations while maintaining a customer-first approach.
The position offers the opportunity to influence how Civica manages escalations at scale, contributing to process improvements, risk mitigation strategies and continuous learning across the organisation. It provides visibility across senior stakeholders, including executive-level customer relationships, and plays a key role in ensuring consistent, high-quality experiences during critical customer events.