6 of 6 SLA Jobs in Birmingham

with experience in incident, change, and problem management processes. Proficiency in Power BI, with the ability to build dashboards that visualise deployment metrics, cloud cost trends, incident volumes, and SLA performance, using DAX and Power Query for data modeling. On-Call Support - Provide on-call support outside of standard working hours as and when required to ensure continuity of service More ❯

the data collation and tool sets provided for network analysis, offering recommendations and undertaking any corrective action. You will undertake or support rapid restoration of network fault resolution within SLA (and prior to critical Service failure where possible) You will Investigate network problems identified using pro-active (management) tools - where possible before critical Services are impacted You will ensure that More ❯

customer service for all support queries Logging all calls on the system and maintaining full documentation Allocating service requests to the dedicated service provider Monitoring supplier performance against agreed SLA's and reporting using KPI's Communicating with and chasing service providers for updates Updating relevant documentation with precise notes Passing end-of-day notes to the out-of-hours More ❯

based on customer-specific challenges and threat landscapes. Collaborate on statements of work (SOWs) and influence product roadmaps. Service Delivery Assurance Oversee performance and quality of services delivered, ensuring SLA and KPI compliance. Implement governance mechanisms and standardised methodologies. Act as the primary escalation point for complex engagements. Conduct regular client reviews to identify enhancement opportunities. Budget and Financial Management More ❯

and life-long learning opportunities Opportunity to join Europe's largest privately-owned IT Company Role purpose: To support the successful delivery of customer projects and contracts, to deadline, SLA, compliance and quality requirements. Key responsibilities: Undertaking large volumes of Hybrid Mail printing, photocopying, scanning, binding and booklet making Liaising with staff and clients, receiving incoming requests, communicating deadlines and More ❯

the business evolve strategically. Key Responsibilities · Lead, mentor and develop Support Desk and Onsite Project teams. · Oversee training, development plans and performance reviews. · Set and monitor KPI’s and SLA’s to drive excellence. · Foster a culture of collaboration, accountability and continuous improvement. · Ensure effective workforce planning and scheduling. Service Delivery · Act as the senior technical escalation point for advanced … support issues · Oversee daily Support Desk and Project performance to maintain SLA targets · Work closely with the Service Delivery Manager to uphold exceptional service · Drive improvements in efficiency, first-time fix rates and client satisfaction. · Build strong relationships with customers to support retention and growth. Strategy · Report directly to the Technical Director as part of the senior leadership team. · Provide More ❯