14 of 14 SLA Jobs in Birmingham

delivery of infrastructure and cloud services to our clients. Operating from our Birmingham UK office, the team focuses on delivering high-quality, SLA-driven services enhanced through AIOps, automation, and data-driven insights. This is an opportunity to work in a dynamic, collaborative environment with access to continuous learning,cutting ...

equivalent practical experience. ITIL Foundation or equivalent service-management experience; broader technical qualifications are welcome. Strong knowledge of Microsoft cloud, infrastructure, security and SLA led service delivery. A proven track record of leading change, developing teams and improving engagement, able to demonstrate what you can bring to the role Experience ...

operational ownership and leadership of IAM services within a BAU environment Managing operational service delivery, performance and service-related issues KPI/SLA management, reporting and service improvement IAM Service Design and Target Operating Model Leading service transition, knowledge transfer and shadowing Stakeholder, risk and issue management Driving continuous service ...

optimise support operations Stakeholder Engagement Collaborate proactively with SRT and third-party teams to ensure equipment and systems are maintained according to contractual and SLA commitments. Represent your department during weekly review meetings, highlighting risks and resource needs Operational Meetings & Handover Processes Lead weekly meetings with in-country partners, project ...

support environments, processes, and service delivery principles. Commercial awareness and excellent problem-solving abilities. Experience within a Managed Services environment. Knowledge of SLA management, service governance, and escalation management. Experience delivering a premium, customer-centric or white-glove support service. Background in continual service improvement and service reporting. Why Join ...

stakeholder management and continuous improvement . Key responsibilities include: IAM Service Design and Target Operating Model Leading transition, knowledge transfer and shadowing KPI/SLA management and reporting Stakeholder, risk and issue management Driving continuous service improvement What we're looking for Strong IAM Service Leadership experience in a hybrid ...

Professional Services within SaaS, enterprise software or another complex technology environment. A proven track record of improving customer experience, reducing support demand and strengthening SLA performance at scale. Experience leading services organisations through significant operational or commercial change, with clear evidence of improved customer and business outcomes. Strong commercial experience ...

logo accountsBuild and maintain strong relationships with clients to ensure repeat business, referrals and identification of new opportunitiesLead quarterly business review meetings covering performance (SLA's/KPI's), customer satisfaction, innovation, quality and improvementsLead sales opportunities developed both directly through our Commercial team or through our strategic technology partnerships ...

data analytics, or transformation roles. Advanced Power BI development and dashboard design experience, Advanced Excel and data visualisation skills. Strong understanding of KPI, KRI, SLA, and performance management frameworks. Experience establishing and managing data governance and data quality controls. Proven ability to interpret complex datasets and translate findings into actionable ...

experiences that both customers and internal product teams can consume. Own platform success metrics: adoption, engagement, time-to-value for builders, platform reliability/SLA impact, and contribution to vertical revenue/AI data consumption. Lead high-stakes product decisions that cut across multiple teams (e.g. data model changes, identity ...

oversee day-to-day delivery of support for the Kainos EDM product, manage people, customer interactions, processes, releases, and reporting, all while ensuring SLA adherence. You’ll balance new and existing customer needs with awareness of the product roadmap and internal capacity. You’ll collaborate with Product, Engineering and Sales ...

Onboarding Team to Support, including effective handover of configuration knowledge and documentation. Oversee ticket triage and incident management, ensuring issues are handled within SLA and coordinated across Product and Engineering teams. Maintain and evolve support standards, processes, and documentation in line with ITIL best practices. Support the Senior EDM Support … Manager in all aspects of service delivery, including SLA performance, team capacity planning, financial tracking, and customer satisfaction. Coordinate blended support teams across multiple geographies and stakeholders to ensure knowledge sharing and responsive service. Lead on client reporting and regular service reviews with both customers and internal stakeholders. Manage support ...

mentor operational team members and service providers. Measures of success to include: Infrastructure Availability – achievement of agreed service availability targets. Service Desk Performance – SLA attainment and customer satisfaction scores. Incident Performance – reduction in major incidents and improved resolution times. Change Success Rate – percentage of successful infrastructure and application changes. Cyber … services. Cost Optimisation – achievement of infrastructure cost and efficiency targets. Service Improvement Delivery – successful implementation of approved improvement initiatives. Supplier Performance – achievement of supplier SLA and contractual commitments. Preferred skills and experience Proven experience leading enterprise IT Infrastructure and Operations functions. Experience managing geographically distributed infrastructure environments across multiple sites. ...

liaise with customers and other internal or external agencies and third parties. Ensure overall adherence to quality procedures and working processes. Ensure awareness of SLA agreements, and perform all ticket actions in time-scales to support SLA success. Provide input to customer and management reports. Identify and agree cover wherever ...