1 to 25 of 546 SLA Jobs

DescriptionJob Title, External:Hardware Engineering LeaderJob Title, Internal:Innovation Systems LeaderRoles and Responsibilities:Project Management (Quality, Time, Cost) SLA, Systems Team Development SLA, Systems Product Solution SLA, Systems Architecture Development SLA, Systems DFM SLA, Systems Testing SLA, Systems Compliance (Safety and EMC) SLA, Systems Version Control and Release Management SLA … Documentation and Workflows SLA, Talent SLA, Travel SLA, Fixed Asset SLAKey Decisions:Project Management (Quality, Time, Cost) Program, Systems Team Development Program, Systems Product Solution Program, Systems Architecture Development Program, Systems DFM Program, Systems Testing Program, Systems Compliance (Safety and EMC) Program, Systems Version Control and Release Management Program, Documentation ...

processes. Mobile device support (iOS and Android). Teams telephony, printers and other end-user technologies. IT Service Management (ITSM) tools and working within SLA-driven service desks. Troubleshooting technical issues with strong analytical and problem-solving skills. You'll also have: Excellent communication and customer service skills. A proactive ...

operation of our 1st, 2nd and Escalation Support teams. • Oversee Centralised Services including monitoring, patching, backup, alerting and security tooling. • Improve ticket ownership, SLA performance, customer satisfaction and operational efficiency. • Reduce unnecessary escalations through improved workflows, coaching and service standards. Customer Service & Operational Excellence • Lead major incidents, customer escalations ...

operation of our 1st, 2nd and Escalation Support teams.• Oversee Centralised Services including monitoring, patching, backup, alerting and security tooling.• Improve ticket ownership, SLA performance, customer satisfaction and operational efficiency.• Reduce unnecessary escalations through improved workflows, coaching and service standards.Customer Service & Operational Excellence• Lead major incidents, customer escalations and service ...

team of Level 1/Level 1.5 Service Desk Analysts supporting client-facing managed services. The role will be accountable for service quality, SLA performance, escalation management, team capability, operational reporting, and continuous improvement.Key responsibilities include:Team Leadership & Management:Lead, mentor, and develop a team of Service Desk Analysts, fostering ...

operation of our 1st, 2nd and Escalation Support teams. • Oversee Centralised Services including monitoring, patching, backup, alerting and security tooling. • Improve ticket ownership, SLA performance, customer satisfaction and operational efficiency. • Reduce unnecessary escalations through improved workflows, coaching and service standards. Customer Service & Operational Excellence • Lead major incidents, customer escalations ...

ability to engage effectively with both technical and non-technical stakeholders. Ability to manage multiple priorities while maintaining attention to detail and meeting SLA commitments. Technical Skills Experience with a number of the following technologies is highly desirable: Microsoft 365 Windows 11 Microsoft Exchange Online Microsoft Entra ID Microsoft Intune ...

glass approach) e.g. Service availability (% uptime), Number of P1/P2 incidents, Mean Time to Restore (MTTR), Change success rate, Percentage of recurring incidents, SLA attainment, Customer Satisfaction (CSAT), Cost per service, Service desk first-contact resolution, Automation rate etc. Provide regular feedback to the wider IT Leadership and business ...

enthusiastic individual who can assist in providing first class support to the business. Main Responsibilities Duties will include: Assisting in ensuring incident and request SLA targets are met and all support documentation is adequate, up to date and available to all. Ability to assist the MSP with any support tickets ...

across Windows, macOS, and Linux (Microsoft Entra ID/Azure AD, Intune, JAMF, Microsoft 365, and endpoint security tooling). Strong service management discipline: SLA ownership, ITSM process design, and experience running a ticketing platform (Jira Service Management or equivalent). Track record of building metrics-driven support operations ...

where required, the technical resources to implement changes Vulnerability and endpoint management across the infrastructure estate prioritising remediation, risk levels and closure within SLA Monitor the performance of systems and troubleshoot any issues that arise Collaborate with other IT teams to ensure the security and integrity of our systems Keep ...

privacy and security standards and regulations. Provides internal customer support via assigned tickets for security-related issues, while ensuring assignments are resolved within assigned SLA's. Evaluate and implement CIS critical security controls where necessary.Will provide input into cybersecurity strategic roadmap and annual budget.Adhere to applicable change management policy ...

accuracy, contributing to knowledge base articles and self-service guides. Prioritise, escalate, and collaborate on complex issues with higher-tier IT teams to maintain SLA targets. Monitor system alerts and perform routine operational checks to ensure peak service availability. Maintain strict adherence to organizational security policies, ITIL guidelines, and secure ...

resets and user account support Ensure all tickets are fully documented and updated in the ITSM system Monitor and manage ticket queues to meet SLA targets Identify recurring issues and contribute to problem management Escalate complex or unresolved issues to 2nd/3rd line support Previous experience ...

platform experience across Windows, macOS, and Linux (including Microsoft Entra ID, Intune, JAMF, Microsoft 365, and endpoint security tooling)Strong service management discipline including SLA ownership, ITSM process design, and experience operating a ticketing platform such as Jira Service Management or equivalentTrack record of building metrics-driven support operations ...

engagement. Analytical problem‐solving skills. Continuous‐improvement mindset. How This Role Demonstrates Capita’s Values Customer First, Always – Ensuring timely resolution of incidents within SLA, providing clear executive summaries during P1s, improving processes impacting customer outcomes. Fearless Innovation – Driving continuous improvement, enhancing process documentation. Achieve Together – Leading, mentoring, and coaching ...

delivering outstanding customer service. What Success Looks Like Fast, professional customer responses and increased first-contact resolution. Well-managed ticket queues with consistently strong SLA performance. Engineers receiving accurate, well-triaged tickets. Smooth service delivery across IT, Print, Communications and Automation. Strong operational reporting and support for the Head ...

levels, ensuring issues are understood, expectations are managed, and regular updates are provided throughout the lifecycle of a ticket Prioritise workload effectively to meet SLA targets, ensuring timely response and resolution in line with agreed service levels Maintain accurate and detailed ticket notes to support transparency, handovers, and audit requirements ...

including pre-deal due diligence, integration planning, and post-merger execution.* Strong background in IT service management (ITSM), including CSAT ownership, escalation management, and SLA governance.* Experience as a business-facing technology leader, comfortable operating as a senior point of contact for non-technical business stakeholders.* Sound commercial acumen with ...

processes (Incident, Problem, Change, Knowledge, Configuration Management).• Hands-on experience with ITSM tools (ServiceNow, JSM, HPSM, CMDB).• Experience in reporting & analytics (availability, SLA compliance, RCA trends).• Experience in audit support, process documentation, and working with internal/external auditors.• Excellent communication and stakeholder management skills; ability ...

peripheral support. Maintaining accurate asset records. Working closely with third-party suppliers and internal infrastructure teams. Delivering excellent customer service while working within SLA-driven environments. About You You'll have previous experience working within an enterprise IT support environment and be confident providing both deskside and remote support. ...

peripheral support. Maintaining accurate asset records. Working closely with third-party suppliers and internal infrastructure teams. Delivering excellent customer service while working within SLA-driven environments. About You You'll have previous experience working within an enterprise IT support environment and be confident providing both deskside and remote support. ...

response, business-critical recoveries, change management, audit evidence, and compliance requirements related to backup and recovery services. Track service health, capacity, recovery performance, and SLA attainment; coordinate platform upgrades, vendor support, licensing, and lifecycle planning. Automate operational tasks and reporting, evaluate emerging technologies, and advise infrastructure and application teams ...

projects. Service Delivery : Overall responsibility for ensuring high quality product and service delivery is maintained including compliance to all contracted and non-contracted service level agreement targets and service quality across all support requirements. Accreditations : Proactive management of all technical accreditations as required of the service discipline and to better ...

initial 6-12 month contract , offering a strong day rate . You'll own the end-to-end delivery of IT managed services, ensuring SLA/KPI performance, customer satisfaction, and continual service improvement. This is a customer-facing role where you'll lead governance meetings, manage suppliers, drive ITIL ...