When you're facing critical issues that you cannot solve at your level and you need executive help, here's something that you can do to make things easier. Write up a executive summary. The hardest thing about this at the service delivery management level is that we tend to get sucked into the details and the executive summary requires you to pull yourself out of the details.
I have done this on several occasions, and even when I tried to bring it out of the weeds of the details, I still very rarely make it quite to the level that the execs need. I find I have done the best when I go out and eat a long lunch before I write it, so that my head is clear - never write it when you are in the middle of a crisis, that never helps.
Then, put the issue in financial terms - executives understand it that way.
Then, think of the 3 - 100,000'-view problems that you are facing.
Then think of the items you need to solve each of those very high level issues and write them on the third page.
Last, reinforce the consequence of not acting.
Send your note to your manager, their manager, and the executives you from which you need help.
Then setup a meeting with those you sent the pack through so that you can walk them through it and let them ask questions.
At the worst case, if you are ignored and have done all that you can do, then you have converted yourself if no one listens to what you have been trying to tell them. When your service fails, you can show that you did everything in your power to solve the issues and escalated properly.
