3 of 3 SLA Jobs in Norfolk

technical delivery into meaningful client outcomes. Key Responsibilities Service Performance & Operations Own day-to-day service performance across incident, problem, and change management Monitor SLA/XLA adherence and drive continuous service improvement Analyse service metrics to identify trends, risks, and improvement opportunities Ensure operational processes are clearly defined ...

leadership. What you'll be doing: - Leading, mentoring and supporting a Service Desk team operating 7 days a week - Overseeing ticket quality, prioritisation and SLA performance - Acting as an escalation point for clients when required - Supporting team development through 1:1s, coaching and performance management - Ensuring compliance standards are adhered ...

support function. This is a hands-on leadership role , responsible for managing Service Desk Analysts and Senior Analysts, ensuring efficient ticket resolution, maintaining SLA performance, and driving continuous improvement across IT support services. You’ll act as the key escalation point for technical and service issues, while working closely with … ensure seamless service delivery. Key Responsibilities Service Desk Operations Oversee the end-to-end lifecycle of incidents and service requests Manage ticket queues, ensuring SLA/KPI performance is achieved Act as the primary escalation point for complex or high-priority issues Monitor ITSM dashboards, identifying risks and performance issues ...