18 of 18 SLA Jobs in South Wales

capacity planning. Monitoring and active management of the support queues to ensure issues are being progressed as appropriate. Ensure that the support team meet SLA targets for response and resolution of incidents and provide reporting on SLAs including response and resolution times, service availability, incident and service requests and suppliers. ...

monitoring and management of mailboxes and entering of analytical results from third party laboratories accurately. Support reporting of results and data transfers within agreed SLA standards of service utilising several different systems. Maintain due diligence of the correct processes to maintain legal chain of custody for enforcement samples ...

events, responding appropriatelyManage vulnerabilities providing expect advice and guidance on remediationReport on Cyber metrics, Key Performance Indicators (KPI's) and Service Level Agreements (SLA's) . The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply. Main duties ...

Engineer, you’ll operate and maintain the TETRA Base Stations, Microwave Transmission, Enhancer equipment & Customer Control Room elements of the Airwave Network within agreed SLA’s to maintain service to our customers. Engineers are provided with the training and equipment necessary to perform network maintenance. It is the engineer ...

Engineer, you’ll operate and maintain the TETRA Base Stations, Microwave Transmission, Enhancer equipment & Customer Control Room elements of the Airwave Network within agreed SLA’s to maintain service to our customers. Engineers are provided with the training and equipment necessary to perform network maintenance. It is the engineer ...

help improve Vestd’s offering and customer experience Key deliverables for this role Continual improvement to MRR Tickets completed and time to serve SLA Improvements in cost to serve Reviews, testimonials Customer retention Referrals Upgrades Essential elements for this role These are the skills and qualifications we consider essential ...

technical standards, procedures and knowledge base articles Work closely with Service Leadership to improve operational performance KPI & Performance Management Monitor and report on: Response SLA Performance Resolution SLA Performance Ticket Backlog Ticket Ageing Escalation Volumes Re-open Rates Team Utilisation CSAT Performance Produce regular performance reports for the Head ...

into production You own it. When you build something, you take responsibility for its behaviour in production. You respond to incidents (15-minute acknowledgement SLA during working hours), investigate issues, and close the loop You write things down. Documentation is not an afterthought — it's how we scale knowledge across ...

Service Team, supporting the delivery of services around its range of products. This is a customer-facing role focused on service delivery, supplier management, SLA performance and continual improvement, working with stakeholders across the UK and click apply for full job details ...

tasks, and identify opportunities to improve product documentation and processes. Manage incoming customer queries via Intercom, ensuring all are responded to and resolved within SLA timeframes (including Enterprise accounts). Deliver a positive and professional experience in every interaction, reinforcing our brand and reliability. Technical Troubleshooting & Implementation Assist the Technical ...

tasks, and identify opportunities to improve product documentation and processes. Manage incoming customer queries via Intercom, ensuring all are responded to and resolved within SLA timeframes (including Enterprise accounts). Deliver a positive and professional experience in every interaction, reinforcing our brand and reliability. Technical Troubleshooting & Implementation Assist the Technical ...

large-scale SAP S/4HANA environment in a highly regulated setting. You will own the AMS operating model, drive service delivery, and oversee SLA/KPI performance with government/defence compliance. You will guide the transition from project hypercare to steady-state AMS, manage cross-functional teams ...

live Application Management Services for a large-scale SAP S/4HANA environment. The role will own the AMS operating model, service delivery, SLA/KPI performance, support organisation, transition to steady state, and continuous improvement. The successful candidate should have strong SAP S/4HANA support experience, ITIL-aligned … Responsibilities Own the SAP AMS operating model, including service catalogue and L1–L3 support structure. Manage incident, problem, change, and release management processes. Own SLA/KPI performance, service reporting, penalties, and service credits. Lead the transition from project hypercare to steady-state AMS, including knowledge transfer, runbooks, and CMDB ...

Service Team, supporting the delivery of services around its range of products. This is a customer-facing role focused on service delivery, supplier management, SLA performance and continual improvement, working with stakeholders across the UK and Europe. The Role The successful candidate will be responsible for creating, negotiating, implementing, monitoring … translating these into effective service processes Coordinating technical teams and suppliers to ensure agreed service levels are achieved Monitoring service performance and analysing SLA/contract performance Leading regular customer service reviews and producing performance reports Identifying opportunities for continual service improvement Supporting ITIL-based service management initiatives Managing communication ...

customers with complex integrations and troubleshooting. Role Responsibilities Customer Support Manage incoming customer queries via Intercom, ensuring all are responded to and resolved within SLA timeframes (including Enterprise accounts). Handle a wide range of issues—from simple “how-to” questions to complex technical investigations requiring code awareness and product … wider support and onboarding teams to ensure consistent communication and best practices are followed. Measures of Success All customer queries responded to within SLA targets (e.g., first response within 1 hour). High resolution rate within the first customer interaction. Consistently high customer satisfaction (CSAT) scores from support interactions. Reduction ...

issue resolution, supplier escalation, and failure response frameworks. This role ensures regional suppliers and internal supply chain capabilities meet operational uptime, compliance, and customer SLA requirements while supporting global standards and adapting them to EMEA country, site, and regulatory requirements. This is a supporting function, accountable for commercial structure, supplier … models, including: Quarterly Business Reviews (QBRs) and Strategic Business Reviews (SBRs).* Define and track KPIs across: availability and uptime, response and recovery times, SLA compliance, quality and service delivery.* Drive continuous improvement with suppliers, leveraging performance data, benchmarking, and contractual levers.* Ensure transparent reporting, issue escalation, corrective action ownership ...

addressed promptly and efficiently. Your tasks and responsibilities will include: UK Operations Own the Zendesk inboxes, ensuring that all tickets are handled within SLA and processed on time. Contacts include Offline written tickets, Live Chats, Returns, Reviews Handle escalated tickets where manager input is required Deliver training for new starters … Experience managing or working closely with a BPO or outsourced support partner Strong working knowledge of Zendesk (or comparable helpdesk platform), including inbox and SLA management Experience handling payment disputes/chargebacks (e.g. Adyen, PayPal) is a plus Proven ability to design, deliver, and continuously improve training programs Comfortable conducting ...

Newport. The Role : Support SOC Engineers & Analyst activity. Supports change & release management activity. Ensure scheduled maintenance and patching is approved & delivered within KPI/SLA’s. Produce reports covering SLA Performance, System Performance, Obsolescence, Risk & System availability. System Maintenance, including remote (standalone) platforms. Support the authority with scheduled patching activity ...