5 of 5 SLA Jobs in Coventry

What will you bring? Understanding of network management and use of Network Management Platform tools Proven track record of successfully prioritising simultaneous activities within SLA Proven track record in complex delivery of multiple teams and interfaces Self-motivating individual with the ability to develop strong customer relationships as well ...

ParentPay Group in Coventry is seeking a Service Desk Team Leader to lead, coach and develop a team of Service Desk Analysts, ensuring delivery of exceptional support across ParentPay Group products. You will drive efficient ...

seeking a Support Services Supervisor in the Technology & Change department. This full-time role involves supervising the Support Services teams, hands-on technical support, SLA management, and serving as a technical escalation point. The role includes participating in the on-call rota to ensure continuous support. You will drive service ...

Proactively manage queues and workloads to maintain timely case resolution and balanced team capacity. Monitor demand and adjust resources to minimise backlogs and prevent SLA breaches. Ensure effective triaging and prioritisation of cases based on urgency and impact. Act as a key escalation point between the Service Desk, Product … ITIL practices, including Incident, Problem and Service Management. Strong communication and stakeholder management skills, with ParentPay product and finance system experience highly desirable. Strong SLA performance, improved resolution times and effective backlog management. Consistent, high-quality omni‐channel service delivery and improved customer satisfaction. Effective use of service management tools ...

tickets Act as an escalation point for Service Desk Engineers Coach and mentor team members to improve capability and confidence Ensure all tickets meet SLA/KPI targets and quality standards Collaborate with customers, providing clear and professional communication Maintain accurate documentation, notes, and time tracking Support the Service Desk … adherence and identify opportunities for optimisationTake part in training, knowledge sharing, and continuous improvement What success looks like Consistently high-quality support delivered within SLA Strong relationships with customers and internal teams A well-supported, continuously improving Service Desk Proactive contributions to team development and service excellence Benefits Private health ...